Platform Agreement

1. Definitions

“Platform” means OrderHood, the software-as-a-service application, websites, dashboards, APIs, and related infrastructure operated by Kranotech Studios FZE to enable Tenants to create and run online storefronts.

“Tenant” or “Merchant” means the business or individual that registers for a Platform account, claims a subdomain, and uses the Platform to list and sell products or services.

“Customer” means any end user who visits a Tenant's storefront on the Platform and purchases, or attempts to purchase, products or services from that Tenant.

“Services” means the hosting, storefront tooling, order management, dashboard, notification add-ons, and related functionality made available by the Platform to Tenants under this Agreement.

2. Nature of Service

OrderHood is a SaaS technology facilitator only. The Platform provides the software infrastructure that allows a Tenant to build and operate an online storefront. The Platform is not a party to, and does not itself sell, resell, or take title to, any product or service listed or sold by a Tenant. Every sale transacted through a Tenant's storefront is a transaction directly between that Tenant and the Customer.

3. Merchant of Record

The Tenant is the merchant of record for all sales made through its storefront. The Tenant is solely responsible for:

• The accuracy, completeness, and legality of all product and service listings, descriptions, images, and pricing;
• Holding any permits, licenses, registrations, or certifications required to sell its products or services (including, where applicable, food safety, pharmacy, or trade licenses);
• Order fulfillment, delivery, or provision of services to Customers;
• The quality, safety, and fitness-for-purpose of everything it sells; and
• Compliance with all laws and regulations applicable to its business and industry.

4. No Liability for Tenant Transactions

The Platform disclaims all liability arising from or related to transactions between a Tenant and its Customers, including but not limited to disputes over order accuracy, refunds, chargebacks, product defects, service failures, or delivery failures. Any such dispute is solely between the Tenant and the Customer, and the Tenant agrees to resolve it directly.

5. Payments

Where a Tenant enables online payments, payment processing is carried out by third-party payment processors (including, without limitation, Razorpay and Stripe), not by the Platform. The Platform is not itself a payment processor, does not hold Customer funds, and is not a party to the payment processing agreement between the Tenant and its chosen processor. The Tenant is solely responsible for completing that processor's KYC, underwriting, and compliance requirements, and for complying with the processor's own terms of service.

6. Taxes

The Tenant is solely responsible for determining, calculating, collecting, reporting, and remitting any and all taxes, duties, levies, or similar governmental charges applicable to its sales, including sales tax, VAT, GST, or equivalent, in every jurisdiction in which it does business. The Platform provides no tax advice and makes no representation as to the Tenant's tax obligations.

7. Fees & Subscription

The Tenant's use of the Platform is subject to the subscription plan and fees selected or assigned at signup, which are separate and distinct from the prices the Tenant charges its own Customers (see Section 5, which governs those separately).

Platform subscription payments are processed through a third-party payment gateway. The payment gateway is responsible only for securely processing the transaction; Kranotech Studios FZE remains the seller of the subscription and handles all customer service inquiries related to subscription billing.

Subscription fees are billed on the plan and cycle presented at checkout or in the Tenant's dashboard, and are non-refundable except as set out in our Refund Policy or as required by law.

8. Acceptable Use

The Tenant agrees not to use the Platform to list, sell, or promote goods or services that are illegal, counterfeit, or restricted in the jurisdictions where the Tenant operates, and to otherwise comply with all applicable laws in the operation of its storefront. The Platform reserves the right to remove listings or suspend accounts that it reasonably believes violate this section.

9. Data & Privacy

Responsibility for data is split by role, not by infrastructure. The Platform hosts and processes all data needed to provide the Services — including platform-level account data (such as Tenant login credentials and subscription/billing records) and Customer data (such as Customer names, order history, and contact details) submitted through the Tenant's storefront — to power the Platform's features, including order management and the Tenant's own business analytics dashboard. For Customer data, the Tenant is the data controller: the Tenant determines the purposes for which that data is used toward its own Customers, and is solely responsible for complying with applicable data protection and privacy laws with respect to it. The Platform acts only as the Tenant's data processor for that data, processing it solely to provide the Services and only on the Tenant's instruction — the Platform does not independently use a Tenant's Customer data for its own unrelated purposes.

10. Optional Add-ons

The Platform may offer optional notification add-ons (for example, WhatsApp order notifications) provided through third-party services. Use of any such add-on is subject to that third party's own policies — for example, WhatsApp notifications are subject to Meta's WhatsApp Business Policy. It is the Tenant's own responsibility to review and comply with the relevant third party's policies before enabling an add-on, including any requirements around messaging consent and opt-outs.

11. Termination & Suspension

Either party may terminate this Agreement in accordance with the cancellation terms presented in the Tenant's dashboard or plan. The Platform may suspend or terminate a Tenant's account, with or without notice, for breach of this Agreement, non-payment, suspected fraud, or violation of Section 8 (Acceptable Use). Termination does not relieve the Tenant of obligations that accrued prior to termination, including obligations to Customers and tax authorities.

12. Limitation of Liability / Indemnification

To the maximum extent permitted by law, the Platform's aggregate liability to the Tenant arising out of or related to this Agreement is limited to the subscription fees paid by the Tenant to the Platform in the twelve (12) months preceding the claim. The Platform is not liable for indirect, incidental, special, or consequential damages. The Tenant agrees to indemnify and hold harmless the Platform from any claims, damages, or expenses (including reasonable legal fees) arising from the Tenant's sales, its Customers, or its breach of this Agreement.

13. Governing Law & Dispute Resolution

The Platform is operated by Kranotech Studios FZE, a company registered in the United Arab Emirates, with its registered office at Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates. This Agreement is governed by, and construed in accordance with, the laws of the United Arab Emirates. Any dispute arising out of or in connection with this Agreement, including any question regarding its existence, validity, or termination, shall be subject to the exclusive jurisdiction of the competent courts of the United Arab Emirates.

14. Changes to this Agreement

This Agreement is versioned. The Platform may update it from time to time; each version is identified by the date shown at the top of this page. Where a change is material, the Platform will require Tenants to re-accept the updated Agreement before continuing to use the Services. Continued use of the Platform after a non-material update constitutes acceptance of the updated terms.

15. Contact

Questions about this Agreement can be directed to [email protected], or by mail to Kranotech Studios FZE, Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates.