Shipping and Delivery Policy

Opscale provides "AI Agent Teams": hosted teams of AI software agents organised by department (Engineering, Marketing, Sales, Operations, Finance and Customer Success). Each customer receives a private, isolated hosted workspace consisting of a team-chat interface, a browser-accessible agent desktop and a dashboard used to configure the agents. The service is subscribed to on a monthly basis at the price displayed on our pricing page (https://www.opscale.io/pricing).

The service exists only as software running on our servers and is accessed by you over the internet through a web browser. There is no download, no installation media, no hardware, no printed material and no physical component of any kind.

• We do not ship, dispatch or deliver any physical goods.
• We do not use postal services, courier companies, speed post or any other physical delivery channel.
• We do not collect or require a shipping or delivery address, and no delivery address is needed to use the service.
• No shipping, handling, packaging, courier or delivery charges of any kind are levied by Opscale. The only amount payable to Opscale is the subscription fee shown on the pricing page, plus applicable taxes (for example GST for customers in India), as stated in our Terms and Conditions. Your bank or card issuer may apply its own currency-conversion or transaction charges, which are outside our control and are not charged by Opscale.
• Because nothing physical is delivered, there is nothing to return. Cancellation and refunds are governed exclusively by our Cancellation and Refund Policy at https://www.opscale.io/cancellation-and-refunds.

Delivery of the service takes place entirely online, in the following steps:

• Signup: you create an account at https://app.opscale.io/signup by providing your name, work email address, company name, the department(s) you wish to subscribe to and your timezone. You may optionally supply your own OpenRouter API key.
• Payment: you pay the applicable monthly subscription fee through our authorised third-party payment gateway (for example Razorpay). Opscale does not store your full card details.
• Provisioning: once payment is successfully confirmed, provisioning of your private hosted workspace starts automatically. No manual action is required from you.
• Access details: once provisioning completes, the URLs of your workspace and the email address to which your magic-link sign-in will be sent are displayed on screen and also sent to the work email address you registered, typically within a few minutes and in every case within 24 hours of successful payment. Your workspace is served at addresses in the form {customer}.chat.opscale.io (team chat), {customer}.desktop.opscale.io (browser-based agent desktop) and {customer}.control.opscale.io (control plane), and you manage your subscription and agents from the dashboard at https://app.opscale.io.
• Login: you sign in using magic links sent to your registered email address. Transactional emails are sent through Amazon SES.

Delivery is complete when your workspace has been provisioned and the access details have been sent to your registered email address (and, where you remained on the signup page, shown on screen).

• Typical delivery time: once payment is confirmed, provisioning starts automatically and your workspace URLs and access details are shown on screen and sent to your registered email address, typically within a few minutes of successful payment.
• Maximum delivery time: in every case, your workspace will be provisioned and the access details delivered within 24 hours of successful payment. If we do not do so, for any reason, the remedy in section 7 applies.
• Delivery time is measured from the moment our payment gateway confirms your payment as successful. If a payment fails, is declined or remains pending with your bank, provisioning does not start until a successful payment is confirmed.
• Delivery of our services is confirmed on the email ID you specify during registration. Please make sure it is correct and that you can receive email at that address.

Because the service is delivered over the internet, it is available worldwide to any customer with a compatible web browser and an internet connection, subject to our Terms and Conditions. The application and customer workspaces are hosted on Amazon Web Services in the Mumbai region (ap-south-1), India. Some processing by our third-party AI model providers (accessed through the OpenRouter API) and other processors may take place outside India, including in the USA, as described in our Privacy Policy at https://www.opscale.io/privacy-policy.

The service is intended for business use by persons who are at least 18 years of age and are acting on behalf of a company. It is not directed at children.

To receive and use the service you must:

• Provide a valid, working work email address at signup that you control and check regularly. All access details, magic-link logins, invoices and service notices are sent to this address.
• Ensure that emails from opscale.io are not blocked, filtered or diverted to spam by your email provider or company mail server.
• Use a current, supported web browser and a device capable of running it.
• Maintain a stable internet connection of sufficient speed to use a browser-based application.
• Keep your login credentials and magic links confidential and use them only through the authorised persons of your company.
• Ensure that any third-party tools or integrations you choose to connect (for example GitHub, Slack, Linear, HubSpot, Notion, QuickBooks or Intercom) are properly authorised by you and remain available; Opscale does not control the availability of these third-party services.

Opscale is not responsible for a delay in your receipt of access details caused by an incorrect email address, spam filtering on your side, or your own device, browser, network or internet service.

If more than 24 hours have passed since your payment was confirmed and you have not received your workspace access details, please take the following steps:

• Check the spam, junk, promotions and quarantine folders of the email address you registered, and confirm with your IT team that emails from opscale.io are not being blocked.
• Try signing in at https://app.opscale.io with your registered email address to request a fresh magic link.
• If you still cannot access your workspace, contact us at business@opscale.io (support hours Monday to Friday, 10:00 to 18:00 IST, excluding Indian public holidays), quoting your registered email address, company name and payment reference. We will investigate and either deliver your access details or explain the cause of the delay.
• If Opscale fails to provision your workspace within 24 hours of payment, whatever the cause of the delay, you are entitled under our Cancellation and Refund Policy to cancel and receive a refund of the fees paid for the affected period. Refund requests are made by email to business@opscale.io with your registered email, company name and payment reference. Approved refunds are initiated within 3 business days and credited to your original payment method within 5 to 7 business days; banks and card issuers may take up to 10 business days to reflect the credit. Full details are at https://www.opscale.io/cancellation-and-refunds.

• Your subscription is billed monthly in advance and renews automatically each month until cancelled. On each renewal your existing workspace simply continues; no new provisioning or delivery step is required.
• If you cancel, your access continues until the end of the current monthly billing period, after which the workspace is no longer delivered and no further charges are made, as described in our Cancellation and Refund Policy.
• If the service becomes unavailable for more than 72 consecutive hours due to Opscale's fault, you may cancel and receive a refund of the fees for the affected period, as set out in section 5.3 of our Cancellation and Refund Policy. Section 9 below explains which causes of unavailability are not treated as Opscale's fault.

Delivery may occasionally be delayed by events outside our reasonable control, such as an outage at our cloud hosting provider, our payment gateway, our email delivery provider or a third-party AI model provider accessed through OpenRouter, or by other force majeure events. In such cases we will restore delivery as soon as the event permits and will inform affected customers by email.

The remedy for failure to provision within 24 hours of payment (section 7) applies regardless of the cause of the delay, including an event described in this section. The remedy for unavailability of more than 72 consecutive hours (section 8) applies only where the unavailability is due to Opscale's fault; unavailability caused by an outage of a third-party model provider accessed through OpenRouter, a third-party tool you have connected, your own network or devices, or other events outside Opscale's control is not treated as Opscale's fault, as set out in section 5.3 of our Cancellation and Refund Policy.

This policy forms part of the agreement between you and Opscale together with the Terms and Conditions (https://www.opscale.io/terms-and-conditions), the Privacy Policy (https://www.opscale.io/privacy-policy), the Cancellation and Refund Policy (https://www.opscale.io/cancellation-and-refunds) and the pricing displayed at https://www.opscale.io/pricing. It is provided in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which require accurate information about delivery, and is governed by the laws of India. The courts at Bengaluru, Karnataka have exclusive jurisdiction over any dispute relating to it, as set out in the Terms and Conditions, subject to any non-excludable right you may have under the Consumer Protection Act, 2019 to approach a consumer forum.

We may update this policy from time to time. The current version, with its "Last updated" date, is always published at https://www.opscale.io/shipping-and-delivery.

For any question about delivery of the service, or to raise a complaint about non-delivery or delayed delivery, please contact us using the details below. We will acknowledge your complaint by email within 48 hours of receipt with a reference number, respond substantively within 5 business days, and resolve it within 30 days of receipt, as required under the Consumer Protection (E-Commerce) Rules, 2020. Business days are Monday to Friday, excluding Indian public holidays.

• Merchant legal entity name: Opscale Technologies (OPC) Private Limited (One Person Company)
• Registered and operational address: HD-037, WeWork Prestige Atlanta, 80 Feet Main Road, Koramangala 1A Block, Industrial Layout, Bengaluru, Karnataka 560034, India
• GSTIN: 29AACCO4519R2ZQ
• Email: business@opscale.io
• Support hours: Monday to Friday, 10:00 to 18:00 IST (excluding Indian public holidays)
• Grievance Officer: Anub Sinha, Founder and Director, Opscale Technologies (OPC) Private Limited (One Person Company), at the same address and email
• Contact page: https://www.opscale.io/contact