These Terms of Service (the “Terms”) govern your access to and use of Shipnest, a software-as-a-service shipping platform operated by Craft Lab, SLU (“we”, “us”, “Shipnest”). By creating an account or otherwise using the service you accept these Terms. If you do not agree, do not use the service.
1. The service
Shipnest provides a multi-tenant web platform that lets merchants connect their sales channels, quote shipping rates across multiple carriers, purchase shipping labels, automate fulfilment decisions and manage returns. The exact features available depend on the subscription plan you choose and any third-party credentials you connect.
2. Eligibility and accounts
You must be at least 18 years old and have the legal capacity to enter into binding contracts. If you register on behalf of a company, you represent that you have the authority to bind that company. You are responsible for keeping your login credentials and two-factor seed secret and for any activity under your account.
3. Acceptable use
You agree not to use the service to:
- Violate any law, regulation or third-party right, including shipping prohibited or restricted goods.
- Send spam, transactional messages without a prior business relationship, or any content prohibited by the applicable carrier.
- Reverse-engineer, decompile, or attempt to extract the source code of the platform, except to the extent expressly permitted by law.
- Circumvent rate limits, authentication, audit logs or other security controls.
- Upload malware, test the infrastructure with automated tools outside of a coordinated security programme, or interfere with the service for other users.
We may suspend or terminate any account that breaches this section, without prior notice where the breach is material or ongoing.
4. Third-party carriers and channels
Shipnest integrates with third-party carriers (UPS, FedEx, DHL, USPS, Royal Mail, EasyPost) and sales channels (Shopify, Amazon, Etsy, eBay, WooCommerce, BigCommerce, Squarespace, Magento). Your use of those services is governed by their own terms. We are not responsible for delivery failures, service changes, rate adjustments or account suspensions imposed by those third parties. When you connect a third-party account you authorise us to act on your behalf within the scopes you grant.
5. Fees and billing
Some features are free (bring-your-own-carrier rate-shop, automation rules, branded tracking). Others are billed either as a subscription or as a markup on labels purchased through our platform carrier accounts. Applicable fees are shown on the pricing page and inside your account.
- Subscription charges are billed in advance and renew automatically until cancelled. They are non-refundable except where required by law or specified in Section 6 below.
- Usage-based charges (per-label markup) are billed in arrears at the end of each billing cycle.
- Late payments accrue interest at the statutory rate under Spanish Law 3/2004 on late-payment combat measures.
- All fees are exclusive of VAT, which is added where applicable.
- We may change pricing on prospective renewals with at least 30 days’ written notice. Pricing changes do not apply mid-billing-cycle to existing subscriptions.
6. EU consumer right of withdrawal
If you contract Shipnest as a consumer (a natural person acting outside their trade, business, craft or profession) in the EU/EEA, EU Directive 2011/83/EU grants you a 14-day cooling-off period from the date of contract to withdraw without giving any reason. To exercise this right, send an unequivocal statement to info@shipnest.app within 14 days of signup; we will refund the subscription fee paid within 14 days of receipt, using the same payment method.
If you start using the service during the cooling-off period (e.g. purchase a shipping label, sync orders), you explicitly request immediate provision of the service and acknowledge that you lose the right of withdrawal once the service has been fully performed for that billing cycle.
7. Service availability and target SLO
We target 99.5% monthly uptime for the production app surfaces (rate-shop, label-buy, order sync, tracking refresh, branded tracking, returns portal). This is a service-level objective (SLO), not a contractual service-level agreement (SLA), and no service credits are owed for missed targets unless an enterprise plan with a signed SLA addendum applies. Scheduled maintenance is announced at least 48 hours in advance via the /status page; emergency maintenance may proceed without notice when required to preserve platform integrity.
8. Modification and discontinuation of the service
Shipnest evolves continuously. We may add, modify, deprecate or remove features at any time. We will give at least 90 days’ notice by email before removing a feature you actively use, where doing so is feasible. If we discontinue the service entirely we will provide you with at least 90 days’ notice and a means to export your data in a structured, commonly used machine-readable format.
9. Your data and data portability
You retain all rights in the data you upload to Shipnest or that we collect on your behalf via connected channels and carriers. You grant us a worldwide, royalty-free, non-exclusive licence to host, copy, transmit, display and process that data strictly to deliver the service. Processing of personal data is governed by our Privacy Policy and our Data Processing Agreement, both of which form part of these Terms.
You can export your data at any time from the in-app Reports + CSV export tools, or from our public REST API documented at /docs. On termination, you have 30 days to download your data before retention windows in our Privacy Policy take effect.
10. Intellectual property
The Shipnest software, brand, documentation and UI are owned by Craft Lab, SLU and protected by copyright, trademark and other laws. No ownership is transferred to you. We grant you a limited, non-exclusive, non- transferable, revocable licence to access and use the service for its intended purpose during your subscription.
11. Beta features
We may make features available marked as “beta”, “preview” or “experimental”. Beta features are provided as-is for evaluation and may change, regress or be removed without notice. They are excluded from the SLO in Section 7 and from any liability cap protections that depend on production status.
12. Warranties and disclaimer
The service is provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement and uninterrupted availability. Rate quotes, delivery-time estimates and label validity are provided by third-party carriers and may change without notice.
13. Limitation of liability
To the maximum extent permitted by Spanish law, our aggregate liability for any claim arising out of or relating to these Terms or the service is limited to the amount you paid us for the service during the twelve months preceding the event giving rise to the claim. We are not liable for indirect, incidental, consequential, special, exemplary or punitive damages, lost profits, lost revenue, lost data or business interruption, even if we have been advised of the possibility. Nothing in these Terms limits liability that cannot be limited by law (including gross negligence, wilful misconduct or personal injury).
14. Indemnification
You agree to indemnify and hold us harmless from any third- party claim, demand or action arising out of your breach of these Terms, your shipped content, your unlawful use of the service or infringement of any third-party right.
15. Force majeure
Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, war, civil unrest, terrorism, acts of government, epidemics or pandemics, large-scale internet or telecommunications failures, third-party infrastructure outages (cloud hosting, DNS, certificate authorities), or labour disputes. The party affected will use reasonable efforts to resume performance as soon as practicable. If a force-majeure event continues for more than 60 consecutive days, either party may terminate the affected services on written notice.
16. Sanctions and export controls
You represent and warrant that you and your end customers are not located in, ordinarily resident in, or organised under the laws of a country or territory subject to comprehensive sanctions imposed by the European Union, the United Nations Security Council, the United Kingdom or the US Office of Foreign Assets Control (OFAC), and that neither you nor any end customer appears on any restricted- party list maintained by those authorities. You will not use Shipnest to ship goods to such jurisdictions or persons. We may suspend service immediately upon learning of a sanctions or export-control violation.
17. Anti-corruption
Both parties agree to comply with all applicable anti-bribery and anti-corruption laws, including the Spanish Penal Code (Articles 286 bis and 419 et seq.), the UK Bribery Act 2010 and the US Foreign Corrupt Practices Act. Neither party will offer, give, request or accept any improper payment or anything of value in connection with these Terms.
18. Termination
Either party may terminate these Terms at any time. You can close your account from the Settings screen; termination takes effect at the end of the current billing period. We may suspend or terminate your account for breach of these Terms, non-payment, legal request or if we stop offering the service in your jurisdiction. Upon termination we will retain your data only as long as required by Section 11 of our Privacy Policy, and you have 30 days to export it (Section 9 above).
19. Changes to these Terms
We may modify these Terms to reflect new features, legal obligations or business decisions. Material changes will be notified at least 30 days before taking effect. Continued use of the service after that period constitutes acceptance of the updated Terms.
20. Governing law and jurisdiction
These Terms are governed by the laws of Spain, without regard to conflict-of-laws rules. Any dispute arising under these Terms that cannot be resolved amicably will be submitted to the exclusive jurisdiction of the courts of Alicante, Spain. Consumers retain the right to bring proceedings in the courts of their place of residence where mandatory law so requires. The European Commission provides an Online Dispute Resolution platform for consumers at ec.europa.eu/consumers/odr.
21. Severability
If any provision of these Terms is held by a court of competent jurisdiction to be invalid, illegal or unenforceable, that provision will be enforced to the maximum extent permissible and the remaining provisions will continue in full force and effect.
22. No waiver
Our failure to enforce any right or provision of these Terms will not be deemed a waiver of that right or provision. A waiver of any default is not a waiver of any subsequent default.
23. Assignment
You may not assign these Terms or any rights under them without our prior written consent. We may assign these Terms in connection with a merger, acquisition or sale of substantially all our assets, on notice to you.
24. Entire agreement
These Terms, together with our Privacy Policy, our Cookie Policy, our Data Processing Agreement and any plan-specific addendum, constitute the entire agreement between you and Craft Lab, SLU regarding the service and supersede all prior or contemporaneous agreements.
25. Contact
Questions about these Terms can be addressed to info@shipnest.app or to our registered address at Calle Leonardo Da Vinci 12A, Nave 8, 03203 Elche, Alicante, Spain.