Terms of Service

These Terms of Service ("Terms") govern your use of the DSInfra platform operated by Essential Online Traders LTD ("Company", "we", "us", or "our"). By accessing or using our service, you agree to be bound by these Terms.

1. Description of Service

DSInfra is a software-as-a-service platform that enables suppliers and dropshippers to connect their sales channels, synchronise product data, manage pricing, and route orders. We provide the technology infrastructure; we do not buy, sell, ship, or hold inventory ourselves.

2. Platform Role

DSInfra is a technology platform, not a merchant, retailer, or fulfilment provider.

We are not the merchant of record for any transaction processed through the platform
We do not take ownership of, store, or ship any physical products
We do not set prices, control inventory, or guarantee product availability
We do not provide customer service for end-customer orders — that responsibility lies with the seller
All transactions are between the supplier and the dropshipper, or between the dropshipper and their end customer

Our role is limited to providing software that facilitates data synchronisation, order routing, and payment processing between parties.

3. Account Registration

To use our service, you must:

Create an account with accurate and complete information
Be at least 18 years old
Have the authority to bind your business to these Terms
Keep your login credentials secure and confidential
Notify us immediately of any unauthorised access to your account

You are responsible for all activities that occur under your account.

Team Accounts

If your plan includes team member access:

The account owner is fully responsible for all actions taken by any team member
Each team member's actions represent the business account as a whole
Policy violations by any team member may result in suspension or termination of the entire account
"A team member did it" is not a defence against policy enforcement
You are responsible for managing team member permissions and access

4. Acceptable Use

You agree not to:

Use the service for any unlawful purpose or in violation of any applicable laws
List or sell prohibited, counterfeit, or illegal products through connected channels
Interfere with or disrupt the service or servers
Attempt to gain unauthorised access to any part of the service
Use the service to transmit malware or malicious code
Scrape, harvest, or collect data from the service without permission
Resell, sublicense, or provide access to the service to third parties without authorisation

Prohibited Products

The following categories of products may not be listed, sold, or fulfilled through DSInfra:

Counterfeit or replica goods: Fake branded items, knockoffs, or goods infringing trademarks
Stolen property: Goods obtained illegally or without proper authorisation to sell
Weapons and ammunition: Firearms, explosives, knives (where restricted), and ammunition
Drugs and controlled substances: Illegal drugs, prescription medications without licence, drug paraphernalia
Age-restricted products: Alcohol, tobacco, vaping products, adult/sexual content, gambling services (unless properly licensed and age-verified)
Hazardous materials: Toxic chemicals, flammable substances, radioactive materials
Recalled or unsafe products: Items subject to safety recalls or known to be dangerous
Sanctioned or embargoed goods: Products prohibited by UK, EU, or international trade sanctions and export controls
Wildlife and protected species: Ivory, endangered animal products, CITES-restricted items
Human remains or body parts: Including organs, blood, or bodily fluids
Illegal services: Hacking services, identity documents, illegal surveillance equipment

This list is not exhaustive. We reserve the right to remove any product or terminate any account dealing in goods we deem inappropriate, illegal, or harmful to the platform. If you are unsure whether a product is permitted, contact us before listing.

Stripe's Restricted Businesses: In addition to our prohibited products list, you must comply with Stripe's Restricted Businesses list. Stripe may independently reject, suspend, or terminate accounts that violate their policies, regardless of DSInfra's policies. We have no control over Stripe's enforcement decisions.

5. Fees and Payment

Certain features of our service require payment. By subscribing to a paid plan:

You agree to pay all applicable fees as described at the time of purchase
Fees are billed in advance on a monthly or annual basis
All fees are non-refundable except as specified in our Refund Policy
We may change our fees upon 30 days' notice

Payments are processed securely through Stripe. You authorise us to charge your payment method for all fees incurred.

Platform Fees (Dropshippers)

Dropshippers pay a per-order platform fee on each order processed through DSInfra. This fee is a percentage of the total order value and varies by subscription tier:

Starter (Free): 5% per order
Growth: 2.5% per order
Professional: 1.5% per order
Enterprise: 0–1% per order (as negotiated)

Platform fees are calculated on the total order value (including any taxes applied by the sales channel) and are charged in addition to the supplier's product price. Fees are non-refundable once an order is processed. Higher tier plans reduce your per-order costs as your volume grows.

VAT on Platform Fees

Platform fees are VAT-inclusive. The stated percentage is the total cost to you — there is no additional VAT charged on top.

UK businesses: VAT is included in the fee and will be shown on your invoice. We remit this VAT to HMRC.
EU businesses (with valid VAT number): Reverse charge applies. Your invoice will show 0% VAT and you account for VAT in your country under the reverse charge mechanism.
Non-EU businesses: Outside the scope of UK VAT. Your invoice will show 0% VAT.

Regardless of your location, a 5% fee means you pay 5% of the order value — no more, no less.

No Platform Fees for Suppliers

Suppliers do not pay any platform fees to DSInfra. Suppliers receive their full wholesale price for each order, minus only the standard Stripe payment processing fees (which Stripe charges directly). DSInfra does not take a cut from supplier payments.

API Access (Enterprise)

API access is available to Enterprise customers only. Use of the DSInfra API is subject to:

Rate limits appropriate to your subscription tier
Restrictions on reselling, sublicensing, or providing API access to third parties
Our right to suspend or revoke API access for abuse, excessive load, or policy violations

Enterprise customers requiring API access should contact sales@dsinfra.io for details and any additional terms.

6. Stripe Connect (Suppliers)

If you use DSInfra as a supplier receiving payments from dropshippers, you must:

Create and maintain a Stripe Connected Account
Agree to Stripe's Connected Account Agreement
Provide accurate business and banking information to Stripe
Comply with Stripe's acceptable use policies

Payments from dropshippers are processed via Stripe Connect. Suppliers receive funds directly to their connected Stripe account, minus Stripe's standard transaction fees. You acknowledge that Stripe, not DSInfra, processes and holds funds. Stripe fees are the supplier's responsibility and are deducted automatically by Stripe before payout.

DSInfra Does Not Handle Funds

DSInfra never touches, holds, or controls your money. All payment processing, fund holding, and payouts are handled entirely by Stripe. Specifically:

We do not receive, hold, or have access to transaction funds at any point
We do not control payout schedules, timing, or frequency — these are set by Stripe based on your account status and country
We cannot expedite, delay, or modify payouts
We cannot release held funds, lift restrictions, or override Stripe's risk decisions
We have no visibility into your Stripe balance, payout history, or bank account details

If you have questions about payouts, holds, or account restrictions, you must contact Stripe Support directly. We cannot assist with payment-related issues as we have no access or control.

Statement Descriptors

When a dropshipper's end customer is charged for an order, the supplier's business name appears on their card or bank statement — not DSInfra. This is because the supplier is the merchant of record for product transactions. Suppliers are responsible for ensuring their Stripe statement descriptor is accurate and recognisable to avoid customer confusion and disputes.

Stripe Account Restrictions and Suspensions

Stripe may restrict, suspend, or terminate a connected account at any time for policy violations, suspected fraud, or other reasons at Stripe's sole discretion. If Stripe takes action against your connected account:

Immediate platform restriction: Your DSInfra account will be automatically restricted. You will not be able to accept new orders, and your products will be hidden from dropshippers.
Payment failures: Any attempted payments to your account will fail. Orders cannot be processed until Stripe restores your account.
Funds held by Stripe: Stripe may hold existing funds in your account for an extended period (typically 90-180 days) to cover potential disputes and refunds. DSInfra has no control over held funds.
Pending payouts paused: Scheduled payouts to your bank account will be paused until Stripe resolves the issue.

DSInfra's role: We will comply fully with any Stripe investigation and will not dispute Stripe's decisions on your behalf. We have no ability to override, appeal, or influence Stripe's enforcement actions on connected accounts. Resolving issues with Stripe is solely your responsibility. If Stripe permanently closes your connected account, you will no longer be able to use DSInfra as a supplier.

7. Taxes and Financial Responsibility

DSInfra does not calculate, collect, remit, or advise on taxes.

Order information (including product prices, taxes, and shipping) originates from your connected sales and supply channels (e.g., Shopify, Amazon)
Payment processing, including any tax calculations, currency conversions, and card fees, is handled entirely by Stripe
DSInfra passes order data between channels and to Stripe — we do not modify, calculate, or verify tax amounts
Prices displayed on the platform reflect data from your connected channels, including any taxes configured there

You are solely responsible for:

Correctly configuring tax settings on your connected channels (Shopify tax settings, Amazon tax collection, etc.)
Determining which taxes apply to your sales based on your business location and customer locations
Registering for VAT, sales tax, or other tax obligations as required by law
Filing tax returns and remitting taxes to appropriate authorities
Maintaining accurate records for tax purposes
Understanding and paying any Stripe fees, currency conversion costs, or payment processing charges

If your channel's tax configuration is incorrect, incomplete, or missing, DSInfra bears no responsibility for any resulting tax liability, penalties, or losses. We strongly recommend consulting a qualified accountant or tax professional.

8. Supplier and Dropshipper Relationships

DSInfra facilitates direct fulfillment arrangements between suppliers and dropshippers. These are business-to-business relationships governed by our Direct Fulfillment Agreement, which both parties accept by using the platform.

B2B fulfillment: Suppliers act as fulfillment partners, shipping goods directly to dropshippers' end customers under an authorized resale arrangement
Authorization: By making products available on DSInfra, suppliers explicitly authorize dropshippers to resell their products
No guarantee of performance: We do not guarantee that suppliers will fulfil orders, maintain stock levels, or meet quality standards
No guarantee of sales: We do not guarantee that dropshippers will place orders or maintain business relationships
Direct responsibility: Suppliers are solely responsible for product quality, packaging, shipping, and handling returns. Dropshippers are solely responsible for their end-customer relationships, pricing, and compliance with consumer protection laws
Supplier terms: Suppliers may set their own business terms (return windows, payment terms, shipping timeframes) which are displayed on their profile. By linking to a supplier's products, dropshippers acknowledge and accept that supplier's stated terms
Disputes: Any disputes between suppliers and dropshippers must be resolved directly between those parties. DSInfra will not mediate, arbitrate, or be held liable for such disputes

By using the platform, you acknowledge that you are entering into business relationships at your own risk and agree to comply with the Direct Fulfillment Agreement.

9. Authorization to Act on Your Behalf

By using DSInfra, you grant us limited authorization to perform the following actions on your behalf:

Data Synchronisation

Read and write product data, inventory levels, and pricing to your connected sales and supply channels
Create, update, and manage product listings on your behalf
Receive and process order information from your sales channels

Order Routing

Transmit order details (including customer shipping information) to suppliers for fulfilment
Create orders on supplier channels on your behalf
Update order status and tracking information across connected channels

Invoice Generation (Optional)

If you enable invoice generation in your settings:

You authorise us to generate invoices using your business name, address, VAT number, and other details you provide
You confirm that all business details provided are accurate and current
You remain solely responsible for tax compliance, VAT reporting, and the accuracy of generated invoices
Invoices are generated based on data from your connected channels and the information you provide — we do not verify this information

You may revoke invoice generation authorization at any time by disabling it in your channel settings.

Payment Processing

Charge your payment method for subscription fees and platform transaction fees
For suppliers: receive payments from dropshippers via Stripe Connect and transfer funds to your connected bank account, minus applicable platform fees

10. Third-Party Integrations

Our service integrates with third-party platforms (Shopify, Squarespace, Amazon, eBay, etc.). By connecting these platforms:

You authorise us to access and sync data from these platforms on your behalf
You represent that you have the right to grant this access
You acknowledge that third-party platforms have their own terms and policies, which you must comply with
We are not responsible for the availability, actions, or policy changes of third-party platforms
If a third-party platform suspends or terminates your account, we are not liable for any resulting disruption

Integration Changes and Compatibility

Third-party platforms may change their APIs, policies, or capabilities at any time. We will make reasonable efforts to maintain compatibility with supported platforms, but:

Features may be deprecated or modified if a platform removes or restricts functionality
You may need to reauthorise connections if platforms change their authentication requirements
Not all platforms offer the same capabilities — some integrations may have fewer features than others
We are not liable for disruptions, data loss, or reduced functionality caused by third-party platform changes

We will notify you of significant integration changes where possible and provide guidance on any required actions.

11. Data and Content

You retain ownership of all data you provide to the service ("Your Content"). By using our service, you grant us a limited licence to:

Store, process, and display Your Content as necessary to provide the service
Sync Your Content with connected third-party platforms you authorise
Create anonymised, aggregated data for service improvement (which will not identify you)

You are solely responsible for ensuring Your Content complies with applicable laws and does not infringe third-party rights.

Data Export

You may export your data at any time through your account settings. Exports include order history, product data, and analytics within your plan's retention limits. We do not restrict your ability to leave the platform or take your data with you. Export formats and available data types may evolve as the platform develops.

12. Intellectual Property

The service, including its design, features, and content (excluding Your Content), is owned by Essential Online Traders LTD and protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works without our written permission.

13. Copyright and IP Complaints

We respect intellectual property rights and expect our users to do the same. If you believe content on DSInfra infringes your copyright or other intellectual property rights:

Email support@dsinfra.io with the subject line "IP Complaint"
Include: identification of the copyrighted work, the infringing material's location on our platform, your contact information, and a statement that you have a good-faith belief the use is unauthorised
For UK complaints, reference the Copyright, Designs and Patents Act 1988
For US DMCA complaints, include the required statutory elements

Our response: Upon receiving a valid complaint, we will investigate promptly. We may remove or disable access to allegedly infringing content, notify the user who posted it, and terminate accounts of repeat infringers. We comply with applicable UK law and will respond to valid international IP complaints in good faith.

Counter-notification: If you believe content was wrongly removed, you may submit a counter-notification with your contact details, identification of the removed content, a statement under penalty of perjury that removal was a mistake, and consent to jurisdiction.

DSInfra acts as a neutral platform. We do not adjudicate IP disputes but will comply with valid legal processes and court orders.

14. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted service. We may:

Perform scheduled maintenance with reasonable notice
Temporarily suspend service for emergency maintenance
Modify or discontinue features with reasonable notice

We are not liable for any losses resulting from service interruptions.

Beta and Preview Features

We may offer beta, preview, or experimental features. These are provided "as-is" without any warranty or guarantee of availability, reliability, or continued support. Beta features:

May be incomplete, contain bugs, or change without notice
May be discontinued at any time without liability
Should not be relied upon for critical business operations
Are not covered by any SLA, even for Enterprise customers

By using beta features, you acknowledge these limitations and agree that we bear no responsibility for any issues arising from their use.

Automation Features

DSInfra offers automation features (rules, triggers, scheduled actions) that can modify your listings, prices, and inventory without manual intervention. By using automation features:

You are solely responsible for configuring and testing automations before enabling them in production
You accept that automations execute based on the rules you define — we do not review or approve individual automation configurations
You acknowledge that system outages, delays, or failures may cause automations to execute late, out of order, or not at all
You agree to report any bugs or unexpected behaviour promptly so we can investigate

We provide automation features on a best-effort basis. While we strive for reliability, we cannot guarantee 100% uptime or error-free execution. We are not liable for losses arising from automation actions, including incorrectly configured rules, timing issues, or system failures. You are responsible for monitoring your automations and maintaining appropriate safeguards.

Rate Limits

To ensure fair usage and platform stability, rate limits apply to API calls, sync operations, and other system resources. Rate limits vary by subscription tier. If you exceed applicable limits, requests may be queued, throttled, or rejected. We reserve the right to adjust rate limits at any time.

Enterprise Service Level Agreements

Enterprise customers may have additional service level commitments (uptime guarantees, support response times, escalation procedures) under a separate Enterprise Agreement. Standard service availability terms apply to all other customers. Contact sales@dsinfra.io for Enterprise SLA details.

15. Account Inactivity

We may take action on dormant accounts to maintain platform performance and reduce data liability.

What Counts as Inactive

An account is considered inactive when:

No login: No user on the account has logged in for 12 consecutive months, AND
No active subscription: The account is on a free plan or the paid subscription has lapsed (cancelled or payment failed)

An account with an active, paid subscription is never considered inactive, even if no one logs in — as long as payments continue, we will maintain your account and data.

Disconnected Channels

Channel data is handled separately from account inactivity:

When you disconnect a sales or supply channel, or the channel revokes access, data for that channel enters a 7-day grace period
After 7 days, channel-specific data (products, listings, sync history) is permanently deleted
This applies regardless of account activity — disconnected channel data is always cleaned up after 7 days
Your account and other connected channels are not affected

What Happens to Inactive Accounts

We will attempt to notify you via email at least 30 days before taking action
Inactive free accounts may be deleted, including all associated data
Lapsed paid accounts (subscription ended + 12 months no login) may be deleted
Account deletion is permanent and cannot be reversed

Preventing Deletion

To keep your account active: log in at least once every 12 months, or maintain an active paid subscription. If your account has been deleted due to inactivity and you wish to return, you may create a new account, but previous data cannot be recovered.

16. Limitation of Liability

To the maximum extent permitted by law:

The service is provided "as is" without warranties of any kind
We disclaim all implied warranties, including merchantability and fitness for a particular purpose
We are not liable for any indirect, incidental, special, or consequential damages
Our total liability shall not exceed the fees you paid in the 12 months preceding the claim

Nothing in these Terms limits liability for death, personal injury, fraud, or any liability that cannot be excluded by law.

17. Indemnification

You agree to indemnify and hold harmless Essential Online Traders LTD, its officers, directors, and employees from any claims, losses, or damages (including legal fees) arising from:

Your use of the service
Your violation of these Terms
Your violation of any third-party rights
Products sold through your connected channels
Disputes with suppliers, dropshippers, or end customers
Your failure to comply with applicable laws, including consumer protection and tax laws

18. Suspension and Termination

Your Right to Cancel

You may cancel your account at any time through your account settings or by contacting us. Cancellation takes effect at the end of your current billing period.

Our Right to Suspend or Terminate

We may suspend or terminate your account, with or without notice, for any reason at our sole discretion. Grounds for immediate suspension or termination include, but are not limited to:

Policy violations: Breach of these Terms, the Direct Fulfillment Agreement, Acceptable Use Policy, or any other platform policies
Fraud or deception: Fraudulent activity, misrepresentation, or deceptive practices of any kind
Payment issues: Chargebacks, payment disputes filed in bad faith, failure to pay fees, or use of fraudulent payment methods
Fulfilment failures: Persistent failure to fulfil orders in a timely manner, shipping counterfeit or prohibited goods, or repeated complaints from other users (suppliers only)
Abuse: Harassment of other users, staff, or any party; abusive communication; or any behaviour that harms the platform community
Legal concerns: Activity that exposes DSInfra to legal liability, regulatory action, or reputational harm
Security threats: Attempts to compromise platform security, access other users' data, or circumvent platform controls
Third-party platform violations: Actions that result in suspension or termination of connected platform accounts (Shopify, Amazon, etc.) due to policy violations

Chargeback Policy

Excessive or fraudulent chargebacks are grounds for immediate account termination. If you file a chargeback for a legitimate charge, we reserve the right to suspend your account pending resolution, recover the disputed amount plus any fees incurred, and terminate your account if the chargeback is found to be without merit.

No Entitlement to Service

Access to DSInfra is a privilege, not a right. You are not entitled to:

Continued access to the platform
Connection with any particular supplier or dropshipper
Any specific level of service, uptime, or support response time (except as specified in Enterprise SLAs)
Reinstatement after suspension or termination
Detailed explanation of suspension or termination decisions

Platform Discretion

All decisions regarding account suspension, termination, or reinstatement are made at our sole discretion and are final. We are not obligated to provide warnings before taking action, though we may do so at our discretion. We are not required to disclose the specific reasons for our decisions, particularly where doing so could compromise platform security or ongoing investigations.

Effect of Termination

Upon termination:

Your right to use the service ceases immediately
You remain liable for all fees incurred prior to termination
Outstanding orders at the time of termination must still be fulfilled by suppliers
Your data will be handled in accordance with our Privacy Policy
Provisions that by their nature should survive (indemnification, limitation of liability, dispute resolution) will continue in effect

Termination for cause (policy violations, fraud, etc.) does not entitle you to any refund of fees paid.

19. User Blocking and Restrictions

Users may block or restrict other users at their discretion:

Suppliers may block specific dropshippers from accessing their products, viewing their catalog, or placing orders. Suppliers are under no obligation to supply any particular dropshipper.
Dropshippers may disconnect from suppliers at any time. Outstanding orders must still be paid for.

Blocking decisions are private and users are not entitled to know why they have been blocked. DSInfra does not mediate blocking disputes between users.

20. Dispute Resolution

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales. Before initiating legal proceedings, both parties agree to attempt to resolve disputes through good-faith negotiation.

Disputes between users: DSInfra does not mediate disputes between suppliers and dropshippers. Such disputes must be resolved directly between the parties involved.

21. Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond reasonable control, including but not limited to: natural disasters, war, terrorism, riots, government actions, internet or infrastructure failures, third-party platform outages, pandemics, or labour disputes. The affected party must notify the other party promptly and use reasonable efforts to mitigate the impact.

22. Changes to Terms

We may modify these Terms at any time. We will provide notice of material changes via email or through the service. Continued use after changes take effect constitutes acceptance of the modified Terms.

23. General Provisions

Entire Agreement: These Terms, together with our Privacy Policy, Direct Fulfillment Agreement, and Refund Policy, constitute the entire agreement between you and us regarding the service.
Severability: If any provision is found unenforceable, the remaining provisions continue in effect.
Waiver: Failure to enforce any right does not constitute a waiver.
Assignment: You may not assign your rights under these Terms without our consent. We may assign our rights to a successor in interest.
Notices: We may provide notices via email to the address associated with your account, or through the platform interface.

24. Contact Us

For questions about these Terms, contact us at:

Essential Online Traders LTD
Email: support@dsinfra.io
Registered Office: 8 Summering Close, Okehampton, England, EX20 1FY
Company Number: 11901044