Terms and Conditions

Welcome to Nevo. These Terms and Conditions ("Agreement" or "TOS") govern your access to and use of the software-as-a-service (SaaS) platform, online ordering storefronts, POS synchronization tools, driver tracking applications, and WhatsApp conversational commerce interfaces (collectively, the "Product" or "Service") provided by NEVO (SMC-PRIVATE) LIMITED (NTN: J941929), having its registered office at 133G, Street 9, DHA Phase 5, Lahore, Punjab, Pakistan ("Company", "we", "us", or "our").

By registering for an account, checking the "I Agree" checkbox, or accessing the Service, you represent that you are a business entity operating in compliance with local laws and agree to be bound by the terms and conditions of this Agreement. If you are entering into this Agreement on behalf of a restaurant brand or business, you represent that you have the authority to bind such entity and its affiliates to this TOS.

1. Account Registration and Usage

1.1 Corporate Entity & Business Verification

Nevo is operated by NEVO (SMC-PRIVATE) LIMITED. To use the Service, you must create a merchant account by providing accurate, complete, and current registration details, including your corporate business name, contact information, billing details, and National Tax Number (NTN) where applicable.

1.2 Authorized Users

You are responsible for authorizing staff, managers, and cashiers ("Authorized Users") to access and operate your POS terminal and merchant dashboard. A single user login shared by multiple branches or non-authorized personnel is prohibited. You are solely responsible for all activities occurring under your account credentials.

1.3 Usage Restrictions

You agree not to modify, hack, adapt, or reverse-engineer the Service. Under the Prevention of Electronic Crimes Act (PECA), 2016, any unauthorized attempt to access, scrape, copy, or manipulate other tenants' subdomains, database endpoints, or API hashes is strictly prohibited and will be reported to the FIA Cybercrime Wing.

2. Third-Party Integrations & Accounts

2.1 Google Maps API Keys

For delivery geofencing, location validation, and driver tracking services to operate correctly, the merchant must procure and configure their own Google Maps API keys. The merchant is solely responsible for Google Maps API usage charges and billing.

2.2 App Store and Google Play Developer Accounts

If your package includes custom, branded Android or iOS consumer ordering applications, the merchant must maintain active developer accounts with Google and Apple. Nevo will deploy the applications on your behalf to these stores. Nevo is not responsible for store rejection, guidelines compliance, or developer account suspensions.

2.3 Physical POS Hardware

The merchant is responsible for procuring compatible thermal printers (e.g., Epson, Xprinter, Sunmi), cash drawers, registers, and maintaining stable kitchen network connectivity. Nevo guarantees compatibility only on functional, verified devices and is not responsible for hardware malfunctions.

3. WhatsApp Conversational Channel & Security

3.1 One-Time Handshake Links

Nevo uses a conversational-to-web redirection engine. Temporary links (`/r/{hash}`) dispatched via the WhatsApp bot to cashiers or managers are strictly confidential, personal, and single-use. They burn automatically upon verification of the target client fingerprint (IP and User-Agent).

3.2 Forwarding Liability Disclaimer

If you or your staff forward, post, or share these secure handshake links with third parties, you void all security warranties. Nevo shall bear no liability for unauthorized dashboard access, lazy-session hijacking, or data exposure resulting from forwarded messages.

4. Pricing, Invoicing, Free Trial & Refunds

4.1 Modular Pricing & Itemized Invoicing

Nevo software suites start from PKR 7,500/month per branch. All pricing proposals are customized according to the merchant's exact branch count, terminal deployment, and operational requirements. Nevo operates on a strict invoice-first billing model: merchants are only ever asked to pay against an official, itemized invoice detailing the specific modules, branch licenses, and support services provided for that billing period.

4.2 Onboarding, Free Trial & Transition to Paid

Upon onboarding, merchants receive full access to test the system and software in their actual operational environment. Within 24 hours of onboarding and system testing, our operations team verifies readiness and transitions the account status from free trial to a paid subscription upon issuance of the monthly invoice.

4.3 Refund & Dispute Policy (AskPay Clause 5.1 Compliance)

Because merchants are granted full access to test and evaluate the software during onboarding prior to any invoice payment, completed subscription payments are generally non-refundable once the production license is issued and paid for.

However, in full compliance with payment gateway consumer protection standards (AskPay Clause 5.1), merchants are 100% eligible for a refund if:

• Nevo fails to provision access or deliver the agreed software services within the standard fulfillment timeframe.
• The software experiences severe, unresolvable technical faults directly attributable to Nevo that prevent basic operations and cannot be resolved within five (5) business days.
• The delivered software substantially deviates from the specifications itemized on the paid invoice.

All refund claims, audit feedback loops, and bank reversal timelines (5–7 business days to original card/account) are governed by our official Refund & Cancellation Policy.

4.4 Chargeback Policy

We enforce a zero-tolerance policy against fraudulent disputes or chargebacks. Any customer who disputes a valid card billing without contacting our support desk at [email protected] first will have their merchant dashboard and ordering channels placed on immediate hold pending resolution.

5. Taxation & Provincial Compliance

5.1 B2B Subscription Tax

All subscription fees charged by Nevo for IT services are exclusive of applicable provincial sales taxes (such as PRA, SRB, or KPRA) which will be added to invoices where legally mandated.

5.2 Food Sales Tax & Integration

The merchant is solely responsible for collecting, reporting, and remitting sales taxes on food and beverages sold to consumers (B2C transactions). The merchant is responsible for ensuring compliance with the Federal Board of Revenue (FBR) and provincial revenue authorities, including the registration of fiscal devices and POS integrations. Nevo acts only as a calculation intermediary and is not liable for merchant tax misreporting.

5.3 Tax Indemnity

The merchant agrees to indemnify, defend, and hold harmless Nevo from and against any audits, disputes, penalties, fines, or claims levied by the FBR, Punjab Revenue Authority (PRA), Sindh Revenue Board (SRB), or any other government authority arising from the merchant's tax reporting or collection failures.

6. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITH ALL FAULTS. NEVO SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS INTERRUPTION. NEVO'S AGGREGATE LIABILITY UNDER THIS AGREEMENT IS LIMITED TO THE TOTAL FEES PAID BY THE MERCHANT TO NEVO IN THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE CLAIM.

7. Governing Law & Dispute Resolution

This Agreement shall be governed by, construed, and enforced in accordance with the laws of the Islamic Republic of Pakistan. Any dispute, claim, or controversy arising out of or relating to this Agreement, including its existence, validity, interpretation, performance, or termination, shall be subject to the exclusive jurisdiction of the competent courts of Lahore, Pakistan.