Acceptable Use Policy

1. Introduction and Purpose

This Acceptable Use Policy ("AUP") governs your use of the RelayOps platform and services. This policy is designed to protect RelayOps, our users, courier partners, and the broader community from harmful, illegal, or abusive activities.

By using RelayOps, you agree to comply with this AUP in addition to our Terms of Service. Violations may result in immediate account suspension or termination without refund.

2. Prohibited Activities

2.1 Illegal Shipments

You may NOT use RelayOps to ship:

• Illegal drugs, narcotics, or controlled substances
• Weapons, explosives, or ammunition
• Counterfeit goods or products that infringe intellectual property rights
• Stolen goods or items obtained through illegal means
• Hazardous materials without proper documentation and authorization
• Items prohibited by Pakistani law or the laws of the destination country
• Items restricted or prohibited by courier service policies (TCS, Leopards, BlueEx)

2.2 Fraudulent Activities

Fraudulent behavior is strictly prohibited, including:

• COD Fraud: Creating fake orders to collect Cash on Delivery without delivering legitimate products
• Chargeback Fraud: Initiating false chargebacks or payment disputes
• Identity Fraud: Providing false business information or impersonating another entity
• Credential Theft: Using stolen or unauthorized API keys, store access tokens, or courier credentials
• Courier Manipulation: Attempting to manipulate tracking systems, booking data, or reconciliation reports

2.3 Platform Abuse

• Automated Abuse: Using bots, scripts, or automated tools to create excessive API requests beyond reasonable usage
• Resource Overload: Intentionally overloading our servers or infrastructure
• Security Attacks: Attempting to hack, penetrate, or test the security of RelayOps systems without authorization
• Data Scraping: Extracting or harvesting data from the platform for unauthorized purposes
• Account Farming: Creating multiple accounts to bypass plan limitations or abuse free trials

2.4 Malicious Conduct

• Transmitting viruses, malware, trojans, or any harmful code
• Phishing or attempting to obtain credentials from other users
• Accessing another user's account without authorization
• Reverse engineering, decompiling, or attempting to extract source code
• Interfering with or disrupting the Services or servers

2.5 Spam and Harassment

• Sending unsolicited commercial messages or spam through the platform
• Harassing, threatening, or abusing other users or support staff
• Using the platform to distribute spam, malware, or phishing content

2.6 Third-Party Terms Violations

• Violating Shopify or WooCommerce terms of service
• Violating courier service (TCS, Leopards, BlueEx) terms and conditions
• Violating any applicable laws, regulations, or industry standards

3. Compliance Requirements

All users must:

• Legal Compliance: Comply with all applicable local, national, and international laws
• Accurate Information: Provide truthful and accurate business, contact, and shipment information
• Proper Authorization: Only connect stores and courier accounts you own or have explicit permission to access
• Responsible Use: Use the platform in a manner that does not harm RelayOps, other users, or third parties
• Data Privacy: Respect customer privacy and handle personal data in compliance with applicable privacy laws
• Courier Guidelines: Adhere to packaging, weight, and item restrictions set by courier services

4. Rate Limiting and Fair Use

While we don't impose strict rate limits on normal usage, we monitor platform usage to ensure fair access for all users. Excessive or abnormal usage patterns may trigger:

• Temporary rate limiting or throttling
• Investigation by our security team
• Account suspension if abuse is detected

Fair Use Guidelines: Normal business usage is encouraged. However, excessive API calls, bulk operations that strain infrastructure, or attempts to bypass plan limitations will be considered abuse.

5. Reporting Violations

If you become aware of any violations of this AUP or suspect abusive behavior, please report it immediately:

We take all reports seriously and will investigate promptly. We may request additional information from you during our investigation.

6. Enforcement and Consequences

6.1 No Refunds for Violations

Accounts terminated for AUP violations are NOT eligible for refunds of any subscription fees, in accordance with our No Refunds Policy. You remain liable for all charges incurred up to the termination date.

6.2 Investigation Rights

We reserve the right to:

• Investigate suspected violations of this AUP
• Access and review account data as necessary for investigations
• Cooperate with law enforcement authorities
• Disclose information if required by law or to protect our rights
• Take any action we deem necessary to protect the platform and our users

6.3 Right to Refuse Service

We reserve the right to refuse service, terminate accounts, or remove content at our sole discretion, with or without cause, and with or without notice.

7. Appeals Process

If you believe your account was suspended or terminated in error, you may appeal the decision:

• Submit an appeal to appeals@relayops.com within 14 days
• Provide a detailed explanation and any supporting evidence
• We will review your appeal and respond within 7 business days
• Our decision on appeals is final

8. Changes to This Policy

We may update this Acceptable Use Policy from time to time to reflect changes in our practices, technologies, or legal requirements. Material changes will be communicated via email or platform notification. Continued use of RelayOps after changes constitutes acceptance of the updated policy.

9. Contact Us

For questions about this Acceptable Use Policy: