Terms of Service

Welcome to IOSnack. These Terms of Service ("Terms") govern your access to and use of our website and SaaS platform services, including all business management modules (POS, IMS, HRM, LMS, MEDIA, Courier). By registering for an account or using our services, you agree to be bound by these Terms.

1. Services and Platform Access

1.1 Service Description

IOSnack provides a multi-tenant Software-as-a-Service (SaaS) platform with the following business management modules:

• POS (Point of Sale): Transaction processing, inventory management, customer tracking
• IMS (Inventory Management): Stock control, warehouse management, supplier tracking
• HRM (Human Resource Management): Employee management, payroll, attendance, performance tracking
• LMS (Learning Management System): Course creation, student enrollment, assessments, certifications
• MEDIA: Media library, YouTube integration, content management
• Courier: Delivery management, real-time tracking, logistics coordination
• Additional Services: Web development, mobile app development, AI solutions, ERP/CRM systems, UI/UX design

1.2 Account Registration

To use our platform, you must:

• Be at least 18 years old and have the legal capacity to enter into contracts
• Provide accurate, complete, and current information during registration
• Maintain the security of your account credentials
• Notify us immediately of any unauthorized access or security breach
• Accept responsibility for all activities under your account

1.3 Service Availability

We provide access to our platform 24/7, subject to scheduled maintenance and technical limitations (see Section 3: Service Level Agreement).

2. Subscription and Billing

2.1 Subscription Plans

We offer flexible subscription models:

• Module Subscriptions: Pay for individual modules you need
• Package Plans: Pre-configured bundles of modules at discounted rates
• Billing Cycles: Monthly or yearly billing (yearly billing receives a discount)
• Free Trials: May be offered for new customers (terms specified at signup)

2.2 Pricing and Fees

• All prices are quoted in the currency specified in your subscription agreement
• Prices do not include applicable taxes, duties, or government fees unless explicitly stated
• We reserve the right to adjust pricing with 30 days' notice for new billing cycles
• Current subscribers maintain their locked pricing for the remainder of their billing period
• Custom enterprise pricing may be negotiated for large organizations

2.3 Payment Terms

• Auto-Renewal: Subscriptions automatically renew unless you cancel before the renewal date
• Payment Methods: We accept EasyPaisa, JazzCash, bank transfer, and online payment gateways
• Billing Date: Charges occur on your subscription start date and each renewal anniversary
• Failed Payments: We will retry failed payments for 3 days. After that, your account enters grace period.
• Grace Period: 3-day grace period after payment failure before services are suspended

2.4 Refund Policy

• Trial Period: Cancel during free trial with no charges
• Monthly Subscriptions: Cancellations take effect at the end of the current billing period (no partial refunds)
• Yearly Subscriptions: Cancellations take effect at the end of the annual period (no partial refunds)
• Exceptional Circumstances: Refunds may be considered on a case-by-case basis for service failures or technical issues on our part
• Custom Development Projects: Deposits are non-refundable; balance payments follow project milestones

2.5 Suspension and Termination for Non-Payment

• After grace period ends, your account is suspended (read-only access)
• You have 30 days to make payment and restore full access
• After 30 days of suspension, account may be terminated and data deleted
• We will send payment reminders at 7 days, 3 days, 1 day before due date, on due date, and after grace period

3. Service Level Agreement (SLA)

3.1 Uptime Guarantee

3.2 Scheduled Maintenance

• Scheduled maintenance windows: Sundays 12:00 AM - 4:00 AM UTC
• Advance notification: 48 hours notice via email and in-app notification
• Emergency maintenance: May occur with shorter notice for critical security patches
• Maintenance downtime does not count against uptime SLA

3.3 Performance Standards

• Page Load Time: Target of under 2 seconds for most pages (varies by connection speed)
• API Response Time: Average response time under 500ms for standard queries
• Concurrent Users: Platform supports up to 100 concurrent users per module per company
• Data Export: Export requests processed within 24 hours

3.4 Support Response Times

Priority Level	Response Time	Resolution Target
Critical (Service down)	1-2 hours	4-8 hours
High (Major feature broken)	4-8 hours	24-48 hours
Normal (General issues)	24 hours	3-5 business days
Low (Questions, requests)	48 hours	7 business days

Support available Monday-Friday, 10:00 AM - 5:00 PM PKT. Critical issues monitored 24/7.

3.5 Service Credits (SLA Compensation)

If we fail to meet the 99.5% uptime guarantee:

• 99.0% - 99.4% uptime: 10% service credit for that month
• 98.0% - 98.9% uptime: 25% service credit for that month
• Below 98.0% uptime: 50% service credit for that month
• Credits applied to next month's invoice automatically
• Service credits are your sole remedy for uptime failures
• To claim credits, contact us within 30 days of the incident

4. Data Ownership and Backups

4.1 Your Data Ownership

4.2 Our Backup Commitments

We maintain comprehensive backup systems to protect your data:

• Daily Full Backups: Complete database backups every 24 hours (2:00 AM UTC)
• Incremental Backups: Database changes captured every 6 hours
• File Backups: Media files and documents backed up daily
• Retention: 30-day backup retention (rolling window)
• Geo-Redundancy: Backups stored in multiple physical locations
• Testing: Backup integrity verified weekly
• Recovery: Point-in-time recovery available for any time within last 30 days

4.3 Your Backup Responsibilities

Best practices for client backups:

• Export critical data monthly (or weekly for high-transaction businesses)
• Use the built-in export features in each module (CSV, Excel, JSON formats available)
• Store backups securely in your own cloud storage or offline location
• Document your data structure and business processes
• Periodically test restoring from your backups
• Before making major changes, export a snapshot of your data

4.4 Disaster Recovery

• Recovery Time Objective (RTO): Service restoration within 4 hours of major incident
• Recovery Point Objective (RPO): Maximum 6 hours of data loss (last incremental backup)
• Failover: Automated failover to backup infrastructure
• Communication: Status updates posted every hour during recovery

4.5 Data Export and Portability

• You can export your data at any time during active subscription
• Export formats: CSV, Excel, JSON, XML (varies by module)
• Before account cancellation, you have 30 days to export all data
• After 30 days, data is permanently deleted per our Privacy Policy
• Large exports may take up to 24 hours to generate

5. Acceptable Use Policy

5.1 Permitted Use

Our platform is designed for legitimate business operations. You may use our services for lawful commercial purposes that comply with local laws and regulations.

5.2 Prohibited Activities

You agree NOT to:

• Illegal Activities: Use the platform for any unlawful purpose or to facilitate illegal activities
• Fraud: Submit fraudulent payment information or engage in deceptive practices
• Hacking/Security Breaches: Attempt to gain unauthorized access to any part of the platform
• Malware: Upload viruses, malware, or malicious code
• Spam: Send unsolicited communications through the platform
• Resource Abuse: Excessively consume system resources or disrupt service for others
• Reverse Engineering: Decompile, disassemble, or reverse engineer the platform
• Reselling: Resell access to the platform without written authorization
• Data Scraping: Use automated tools to extract data in violation of our terms
• Impersonation: Impersonate another person or entity
• Harassment: Use the platform to harass, threaten, or abuse others
• Intellectual Property Violations: Infringe on copyrights, trademarks, or other IP rights

5.3 Resource Limits

• Storage: Fair use storage limits per subscription tier
• API Rate Limits: 1000 API requests per hour per user (may vary by plan)
• Concurrent Users: Limited per subscription tier
• File Uploads: Maximum 50MB per file (media files)
• Exceeding limits may result in throttling or temporary suspension until resolved

5.4 Enforcement

If we determine you have violated this Acceptable Use Policy:

• First Violation: Warning and request to cease prohibited activity
• Second Violation: Temporary suspension pending investigation
• Serious Violations: Immediate termination without notice (illegal activities, security threats, etc.)
• We reserve the right to report illegal activities to law enforcement
• No refunds for terminations due to policy violations

6. Security and Data Protection

6.1 Our Security Commitments

We implement industry-standard security measures:

• Encryption: TLS 1.3 for data in transit, AES-256 for data at rest
• Authentication: Bcrypt password hashing, MFA available, device PIN authentication
• Access Control: Role-based access control (RBAC) in every module
• Monitoring: 24/7 security monitoring and intrusion detection
• Auditing: Comprehensive audit logs for all sensitive actions
• Compliance: GDPR, OWASP Top 10, PCI DSS standards followed

For detailed security information, see our Privacy Policy.

6.2 Your Security Responsibilities

You agree to:

• Use strong, unique passwords and change them regularly
• Enable multi-factor authentication (strongly recommended)
• Keep your account credentials confidential
• Review user access permissions regularly
• Report security concerns or suspicious activity immediately
• Train your employees on security best practices
• Promptly update contact information for security alerts

6.3 Data Breach Notification

If we experience a data breach affecting your data, we will notify you within 72 hours of discovery, including details of the breach, affected data, and remedial actions. Report security vulnerabilities to: security@iosnack.com

7. Intellectual Property Rights

7.1 Your Data and Content

You retain full ownership of all data, content, and materials you upload to the platform. You grant us a limited license to store, process, and display your content solely for the purpose of providing services to you.

7.2 Our Platform and IP

The IOSnack platform, including all software, code, designs, trademarks, and documentation, is our exclusive property (or our licensors'). You do not acquire any ownership rights by using our services.

7.3 Custom Development Projects

For custom development services (web apps, mobile apps, etc.):

• Upon Full Payment: You own all custom deliverables created specifically for your project
• Third-Party Components: Open-source libraries and third-party components remain subject to their original licenses
• Reusable Components: We retain rights to generic code/components we create for future projects
• Portfolio Rights: We may showcase completed work in our portfolio unless covered by NDA

7.4 Trademark Use

You may not use the IOSnack name, logo, or trademarks without prior written permission. We may use your company name/logo in our client list and marketing materials unless you object in writing.

8. Warranties and Disclaimers

8.1 Limited Warranty

We warrant that:

• Services will be performed in a professional and workmanlike manner
• We will use industry-standard security practices
• The platform will substantially conform to documented functionality
• For custom development: Bug fixes provided for 30-90 days post-delivery (per project agreement)

8.2 Disclaimer of Warranties

We do not warrant that:

• The platform will be uninterrupted, error-free, or completely secure
• Results obtained from the platform will be accurate or reliable
• Any errors or defects will be corrected within a specific timeframe
• The platform will meet all your business requirements
• Our backups will always be successfully recoverable (though we test regularly)

9. Limitation of Liability

9.1 Liability Cap

9.2 Exclusion of Consequential Damages

9.3 What This Means in Plain English

These limitations mean:

• If something goes wrong with our service, the maximum we would owe you is what you paid us
• We are not responsible for lost business profits or indirect damages resulting from service issues
• This is why we strongly encourage you to maintain your own data backups
• Our liability is limited to providing the service and fixing issues, not compensating for all business impacts

9.4 Exceptions

These limitations do not apply to: (a) our gross negligence or willful misconduct, (b) fraud, (c) death or personal injury caused by our negligence, or (d) any liability that cannot be excluded by law.

9.5 Your Remedy

Your sole and exclusive remedy for dissatisfaction with our services is to cancel your subscription and stop using the platform. We will refund any prepaid amounts for unused service periods only in cases of substantial service failure on our part.

10. Indemnification

10.1 Your Indemnification of Us

You agree to indemnify, defend, and hold harmless IOSnack and our officers, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from: (a) your use of the platform, (b) your violation of these Terms, (c) your violation of any law or third-party rights, (d) your data or content, or (e) access to your account by your employees or agents.

10.2 Our Indemnification of You

We will indemnify you against claims that our platform infringes third-party intellectual property rights, provided you notify us promptly and allow us to control the defense. Our liability is limited to either obtaining rights to continue using the platform, modifying it to be non-infringing, or refunding prepaid fees and terminating your subscription.

11. Confidentiality

We agree to keep confidential all non-public business information you share with us, including business strategies, customer data, financial information, and proprietary processes. This confidentiality obligation survives termination of these Terms indefinitely. Exceptions: information that becomes publicly available (not through our breach), is independently developed by us, or must be disclosed by law.

12. Term and Termination

12.1 Term

These Terms begin when you create an account and continue until terminated by either party.

12.2 Cancellation by You

• You may cancel your subscription at any time from your account settings
• Cancellation takes effect at the end of your current billing period
• No refunds for partial months or unused time
• You have 30 days after cancellation to export your data
• After 30 days, your data is permanently deleted

12.3 Termination by Us

We may suspend or terminate your account immediately if:

• You violate these Terms or our Acceptable Use Policy
• Your payment fails and you do not remedy it within the grace period
• We reasonably believe your account is being used for illegal activities
• You pose a security risk to the platform or other users
• We are required to do so by law

12.4 Effect of Termination

Upon termination:

• Your access to the platform is immediately suspended
• You remain liable for any outstanding fees
• You have 30 days to export your data (if termination is not for cause)
• Confidentiality, indemnification, and limitation of liability provisions survive termination

13. Changes to Terms

We may update these Terms from time to time. When we make material changes, we will notify you via email or in-app notification at least 30 days before the changes take effect. Continued use of our services after changes become effective constitutes acceptance of the new Terms. If you do not agree with the changes, you may cancel your subscription.

14. Dispute Resolution and Governing Law

14.1 Governing Law

These Terms are governed by the laws of Pakistan, without regard to conflict of law principles.

14.2 Dispute Resolution Process

If a dispute arises, we prefer to resolve it amicably:

• Step 1: Contact us directly at contact@iosnack.com to discuss the issue
• Step 2: If unresolved after 30 days, both parties will attempt mediation
• Step 3: If mediation fails, disputes will be resolved in the courts of Islamabad, Pakistan

14.3 Jurisdiction

You agree to submit to the exclusive jurisdiction of the courts located in Islamabad, Pakistan for resolution of any disputes.

15. General Provisions

15.1 Entire Agreement

These Terms, together with our Privacy Policy and any separate written agreements, constitute the entire agreement between you and IOSnack regarding the services.

15.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.

15.3 Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

15.4 Assignment

You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights to any affiliate or successor in connection with a merger, acquisition, or sale of assets.

15.5 Force Majeure

We are not liable for any failure or delay in performance due to events beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, labor disputes, or internet disruptions.

15.6 Notices

All notices to you will be sent to the email address associated with your account. Notices to us should be sent to contact@iosnack.com. Notices are deemed received when sent via email.

16. Contact Information

For questions about these Terms or our services, please contact us: