Terms of Service

Last updated: 1 August 2026

1. Who these terms are with

These Terms of Service ("Terms") are between you and Shivam Securities, a sole proprietorship having its principal place of business at 1st Floor, Sisodia Palace, East Boring Canal Road, Patna, Bihar – 800001, India, holding GSTIN 10ACXPR3923L1Z5 and PAN ACXPR3923L ("we", "us", "our").

ChemistOrder is a brand and business unit of Shivam Securities. It is not a separate legal entity. All rights and obligations under these Terms are those of Shivam Securities.

2. Use of this website

This website is provided for information about our services. By using it you agree not to misuse it — including by attempting unauthorised access, scraping at a rate that degrades service, introducing malicious code, or using it in breach of any law.

Information on this site is provided in good faith and for general information only. It does not constitute an offer capable of acceptance, and it is not medical, legal, financial or professional advice of any kind. We may change the site's content at any time.

3. Scope of our services

We provide business-to-business customer-communication and support services, which may include: inbound helpline operation; outbound tele-calling; WhatsApp Business, SMS and email messaging operation; tele-order and booking capture; grievance and escalation handling; and back-office and data support. The specific services, volumes, hours, languages, service levels and fees for any engagement are set out in a separate written agreement, proposal or purchase order between us and the client ("Engagement Terms").

4. What we do not do

For the avoidance of doubt, and notwithstanding anything a client may ask:

• We do not sell, purchase, stock, store, dispense, distribute, import or export medicines, drugs, medical devices, supplements or any other regulated or restricted goods, and we hold no drug or pharmacy licence.
• We do not provide medical, pharmaceutical, diagnostic, dosage or clinical advice, and our agents are instructed to route any such question back to the client's own qualified staff.
• We do not act as a marketplace, seller or seller-of-record for any goods. All goods are sold and supplied by the client business, under its own licences, on its own terms and at its own risk.
• We do not collect payment for goods on our own account, and we do not hold customer funds.
• We do not sell, rent, licence or trade personal data, and we do not maintain or supply contact databases.

5. How an engagement is formed

An engagement begins only when we and the client have signed or expressly accepted written Engagement Terms. Nothing on this website, and no enquiry or quotation, creates a binding contract by itself. Where Engagement Terms conflict with these Terms, the Engagement Terms prevail for that engagement.

6. Client obligations

The client agrees that it will:

• Hold and maintain all licences, registrations and approvals required for its own business and for the goods or services it supplies;
• Supply accurate information, scripts, product data and escalation contacts, and keep them current;
• Obtain and be able to evidence valid, specific and informed consent from every individual whose contact details it supplies to us for calling or messaging;
• Approve all scripts and message templates in writing before use;
• Not instruct us to do anything unlawful, or anything prohibited by our WhatsApp Business Messaging Policy or by the policies of any platform or telecom operator we use;
• Own or be lawfully entitled to use all data, brand names, marks and content it supplies;
• Handle escalations routed to it within the agreed timeline;
• Pay our invoices when due.

7. Messaging and platform rules

All messaging we operate is subject to our WhatsApp Business Messaging Policy, which forms part of these Terms, and to the rules of the underlying platforms and operators — including Meta's WhatsApp Business Messaging Policy, WhatsApp Commerce Policy and WhatsApp Business Terms, and the TRAI Telecom Commercial Communications Customer Preference Regulations.

We may refuse, pause or terminate any campaign that we reasonably believe breaches those rules, lacks valid opt-in, or is generating block or report rates that put an account at risk. We will not be liable for any consequence of such a refusal, pause or termination.

8. Data protection

Our handling of personal data is governed by our Privacy Policy, which forms part of these Terms. In respect of the client's customer data we act as a processor on the client's documented instruction; the client remains the data fiduciary and is responsible for the lawfulness of the data it supplies and the consents behind it.

9. Fees, GST and payment

• Fees, the billing model (per seat, per transaction or fixed project) and the billing cycle are as set out in the Engagement Terms.
• All fees are exclusive of Goods and Services Tax and any other applicable levies, which are charged additionally at the prevailing rate under GSTIN 10ACXPR3923L1Z5.
• Third-party pass-through costs — including WhatsApp conversation charges, SMS and telecom charges — are billed at actuals unless expressly agreed otherwise.
• Invoices are payable within the period stated on the invoice, and in default within 15 days of the invoice date. We may charge interest at 1.5% per month on overdue amounts and may suspend services on 7 days' written notice of non-payment.
• Tax will be deducted at source only where required by law, and the client shall furnish the TDS certificate within the statutory timeline.
• Fees paid for services already performed are non-refundable. Where an engagement is terminated mid-cycle, we will invoice for services performed up to the effective date and refund any prepaid amount for services not performed.

10. Service levels

Service levels — answer rate, first-response time, resolution time, reporting cadence — are those stated in the Engagement Terms. We measure and report against them honestly. Where a service level is missed for reasons within our control, the remedy is the service credit stated in the Engagement Terms, which is the client's sole and exclusive remedy for that miss.

Service levels do not apply to failures caused by the client's own systems or staff, by inaccurate data supplied by the client, by platform or telecom outages, or by any event described in clause 16.

11. Confidentiality

Each party will keep the other's confidential information confidential, use it only for the engagement, restrict access to those who need it, and return or destroy it on termination. This obligation survives termination for three years, and indefinitely for personal data and trade secrets. Every member of our staff with access to client information is bound by a written confidentiality undertaking.

12. Intellectual property

The ChemistOrder name, logo, this website and its content, and our methodologies, scripts, templates, training materials and reporting formats remain our property. The client's brand names, marks, data, catalogue and content remain the client's property, and the client grants us a limited licence to use them solely to deliver the services. Reports and records created specifically for a client, and the client's own customer data, belong to the client.

13. Liability

To the maximum extent permitted by law:

• Our total aggregate liability arising out of or in connection with an engagement, whether in contract, tort (including negligence) or otherwise, is limited to the total fees actually paid by the client to us for that engagement in the three months immediately preceding the event giving rise to the claim.
• We are not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, goodwill, business opportunity, anticipated savings or data.
• We are not liable for any act, omission, defect, delay, regulatory breach or liability relating to the goods or services supplied by the client to its customers, or for the client's own compliance obligations.
• We are not liable for outages, suspensions, template rejections, quality-rating reductions, account restrictions or policy changes imposed by Meta, WhatsApp, any telecom operator or any other third-party platform.

Nothing in these Terms limits liability for fraud, wilful misconduct, or any liability that cannot lawfully be limited.

14. Indemnity

The client shall indemnify and hold us harmless against all claims, demands, penalties, losses and reasonable legal costs arising from: (a) contact data supplied without valid consent; (b) content, scripts or templates supplied or approved by the client; (c) the goods or services the client supplies to its customers; (d) the client's breach of any law, licence condition or platform policy; or (e) any infringement of third-party rights by material the client supplied.

15. Term, suspension and termination

• An engagement runs for the term in the Engagement Terms and continues until terminated.
• Either party may terminate for convenience on 30 days' written notice, unless the Engagement Terms say otherwise.
• Either party may terminate immediately on written notice if the other commits a material breach that is not remedied within 15 days of notice, or becomes insolvent.
• We may suspend or terminate immediately, without liability, if continuing would breach law or platform policy, if a list is found to lack valid opt-in, or if fees remain unpaid after notice.
• On termination, we will return or securely delete the client's data in accordance with our retention policy, and each party will pay what it owes.

16. Force majeure

Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disaster, epidemic, fire, flood, war, civil disturbance, strike, failure of power or telecommunications, internet or platform outage, cyber-attack, or act of government or regulator.

17. Governing law and disputes

These Terms and any engagement are governed by the laws of India. The parties will first attempt to resolve any dispute by good-faith discussion between senior representatives within 30 days. Failing that, the dispute shall be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated at Patna, Bihar, conducted in English. Subject to the foregoing, the courts at Patna, Bihar shall have exclusive jurisdiction.

18. General

• Independent contractor. We act as an independent service provider. Nothing creates a partnership, joint venture, agency or employment relationship, and neither party may bind the other.
• Non-solicitation. Neither party will solicit the other's employees engaged on an engagement during it and for six months after, except through a general public advertisement.
• Assignment. Neither party may assign an engagement without the other's written consent, except to a successor of its business.
• Notices. Notices must be in writing, delivered by hand, courier or email to the addresses in the Engagement Terms or those on our contact page.
• Severability. If any provision is held unenforceable, the rest continues in force.
• Entire agreement. The Engagement Terms, these Terms, the Privacy Policy and the WhatsApp Business Messaging Policy are the entire agreement and supersede all prior discussions.
• Changes. We may update these Terms; the current version is always published here with the date of last update. Changes affecting a live engagement will be notified in writing to the client.

19. Contact