Shipping And Exchange Policy

1. PURPOSE

This Shipping and Exchange Policy (“Policy“) describes the delivery, provisioning, implementation, subscription or licence modifications, and exchange or replacement procedures applicable to Mera Work and related services provided by AAPNA INFOTHEEK PRIVATE LIMITED (“AAPNA“, “Company“, “we“, “our“, or “us”).

Mera Work is primarily a software platform delivered electronically. Depending on the applicable service, Mera Work may be provided through:

• Cloud-hosted (SaaS) deployment;
• Customer-hosted (On-Premise) deployment.

This Policy applies to standard Mera Work services unless otherwise specified in writing.
Cancellation and refund matters are governed separately by the Mera Work Cancellation and Refund Policy.

2. NATURE OF DELIVERY

Mera Work is primarily a software and digital service and does not ordinarily involve the shipment of physical goods.

For SaaS deployments, access is provisioned electronically through methods such as:

• secure account credentials;
• account activation links;
• administrator access;
• onboarding instructions;
• other authorised digital access methods.

For On-Premise deployments, delivery may include:

• Licensed Software installation packages;
• software download or transfer;
• installation instructions;
• deployment documentation;
• implementation and configuration support;
• remote installation assistance;
• other technical materials required for deployment.

Unless expressly agreed otherwise, AAPNA does not ship physical servers, networking equipment, storage devices, or other infrastructure required for an On-Premise deployment.

3. SAAS SERVICE PROVISIONING

For SaaS subscriptions, platform access is generally provisioned after:

• successful subscription activation;
• required payment confirmation, where applicable;
• account verification;
• completion of required registration information.

For standard SaaS subscriptions, access is typically provisioned within one (1) Business Day after the applicable requirements have been completed.

Enterprise subscriptions, customised implementations, bulk onboarding, or services requiring additional configuration may have different delivery timelines based on the applicable implementation requirements.

4. ON-PREMISE SOFTWARE DELIVERY

For On-Premise deployments, the Licensed Software and related deployment materials shall be provided through an appropriate electronic delivery method.

Implementation and deployment timelines may depend on:

• Customer infrastructure readiness;
• availability of required servers and systems;
• network readiness;
• access permissions;
• remote access availability;
• Customer technical resources;
• required information and approvals;
• data migration requirements;
• third-party dependencies;
• timely cooperation by the Customer.

The Customer is responsible for ensuring that the infrastructure specified for the deployment is available and ready before implementation begins.

5. IMPLEMENTATION AND DELIVERY TIMELINES

Delivery and implementation timelines may vary depending on the type and complexity of the Services.

Standard SaaS provisioning may generally be completed within one (1) Business Day after the applicable requirements are satisfied.

On-Premise and enterprise implementations may require additional time for:

• infrastructure preparation;
• installation;
• configuration;
• integration;
• testing;
• data migration;
• user onboarding;
• acceptance activities.

Where a specific implementation timeline is agreed with a Customer, that timeline shall be communicated separately.
Delays caused by Customer dependencies may extend the applicable delivery or implementation schedule.

6. DELIVERY METHOD

Mera Work may be delivered or provisioned through one or more of the following methods:

• secure login credentials;
• email-based activation links;
• administrator onboarding instructions;
• software download or electronic transfer;
• remote installation or configuration;
• secure remote access;
• system configuration documentation;
• installation packages;
• other electronic delivery methods communicated by AAPNA.

The Customer is responsible for providing accurate contact and technical information required for delivery and implementation.

7. CUSTOMER RESPONSIBILITIES FOR DELIVERY

The Customer shall:

• provide accurate registration and contact information;
• provide required technical information;
• maintain compatible systems and infrastructure;
• ensure infrastructure readiness for On-Premise deployments;
• ensure stable internet connectivity where required;
• provide required system permissions;
• provide required remote access where applicable;
• complete onboarding requirements;
• provide timely approvals and cooperation;
• ensure that Customer personnel are available where required for implementation.

AAPNA shall not be responsible for delays caused by:

• incomplete or inaccurate Customer information;
• Customer infrastructure readiness issues;
• lack of required access;
• Customer security restrictions;
• Customer approval delays;
• third-party dependencies outside AAPNA’s reasonable control;
• other Customer-related dependencies.

8. NO STANDARD PHYSICAL SHIPPING

Unless expressly agreed otherwise in writing, AAPNA does not have an obligation to ship physical goods as part of standard Mera Work Services.

This includes:

• hardware devices;
• monitoring equipment;
• servers;
• storage devices;
• networking equipment;
• printed documentation;
• physical software media.

For On-Premise deployments, the Customer is responsible for procuring and maintaining the infrastructure required to operate the Licensed Software unless such infrastructure is expressly included in a separate written arrangement.

9. PHYSICAL GOODS, WHERE APPLICABLE

If physical goods or equipment are supplied under a separate commercial arrangement, the applicable written commercial terms shall govern:

• delivery;
• shipping;
• installation;
• acceptance;
• replacement;
• exchange;
• warranty;
• related responsibilities.

Any applicable shipping charges, taxes, customs duties, or other delivery-related costs shall be handled in accordance with the applicable commercial arrangement.

10. SUBSCRIPTION PLAN CHANGES

Customers may request changes to their SaaS subscription plans in accordance with the applicable commercial terms.

Plan Upgrades
Upgrades may be processed after confirmation of the applicable payment or commercial approval.

Plan Downgrades
Downgrades may take effect at the end of the applicable billing period or renewal period, depending on the subscription arrangement.

Additional User Licences
Additional user licences may be activated after confirmation of the applicable payment or commercial approval.

Reduction in User Licences
Reductions in user licences may take effect at the next billing period or renewal period, as applicable.

Changes to subscription plans or licence quantities may be subject to applicable pricing and commercial terms.

11. ON-PREMISE LICENCE CHANGES

For On-Premise deployments, changes to the authorised number of users, installations, environments, or other licence parameters may require:

• additional licence fees;
• licence modification;
• software configuration changes;
• updated licence keys or credentials;
• other technical or commercial actions.

Such changes shall be processed in accordance with the applicable licensing and commercial terms.

12. EXCHANGE AND REPLACEMENT

Because Mera Work is primarily a software and digital service, standard software subscriptions, licences, digital access, and electronically delivered services are generally not subject to physical exchange or replacement.

Where an electronic software package, licence key, activation credential, or other digital delivery is defective due solely to an issue attributable to AAPNA, AAPNA may, at its discretion:

• correct the issue;
• reissue the relevant credentials;
• provide a replacement software package;
• provide an alternative delivery method;
• take other appropriate corrective action.

13. NON-EXCHANGEABLE SERVICES

The following are generally not eligible for exchange or replacement once delivered or performed:

• implementation services;
• onboarding services;
• configuration services;
• customisation services;
• Professional Services;
• consulting services;
• training services;
• completed migration services;
• subscription periods already consumed;
• third-party licences;
• third-party services;
• third-party integrations.

Any applicable refund or cancellation rights are governed by the Mera Work Cancellation and Refund Policy and applicable commercial terms.

14. LOST OR COMPROMISED ACCESS CREDENTIALS

If account credentials are:

• lost;
• compromised;
• inaccessible;
• otherwise unavailable.

the Customer may request credential reset or reissuance through authorised support channels.

For security purposes, AAPNA may require identity or account verification before restoring or reissuing access.
The Customer remains responsible for maintaining the confidentiality of its credentials and access information.

15. DELIVERY OR PROVISIONING DELAYS

AAPNA shall use commercially reasonable efforts to complete delivery or provisioning within the applicable timeframe.

Where AAPNA is unable to provision or deliver the applicable service within a commercially reasonable timeframe due solely to reasons attributable to AAPNA, the Customer may contact AAPNA for appropriate corrective action.

Any applicable refund shall be handled in accordance with the Mera Work Cancellation and Refund Policy and the applicable commercial terms.

AAPNA shall not be responsible for delays resulting from:

• Customer infrastructure;
• Customer configuration;
• Customer access restrictions;
• internet connectivity;
• third-party service providers;
• third-party integrations;
• regulatory or legal restrictions;
• Customer delays or dependencies;
• Force Majeure Events.

16. GEOGRAPHIC AVAILABILITY

The availability of certain Mera Work features, services, integrations, or deployment options may vary depending on:

• geographic region;
• applicable laws and regulations;
• infrastructure availability;
• third-party service availability;
• technical requirements;
• operational considerations.

AAPNA may restrict, modify, or discontinue specific services or features in a particular region where reasonably necessary to comply with applicable law, regulatory requirements, security requirements, or operational constraints.

17. THIRD-PARTY SERVICES

Certain Mera Work features or delivery processes may depend on third-party services, infrastructure, software, or integrations.

AAPNA shall not be responsible for delays or failures caused by third-party services that are outside AAPNA’s reasonable control.

Where a third-party service is separately purchased or managed by the Customer, the Customer is responsible for complying with the applicable third-party terms and maintaining the required service.

18. FORCE MAJEURE

AAPNA shall not be liable for delays or failures in delivery, provisioning, or implementation caused by events beyond its reasonable control, including:

• natural disasters;
• power failures;
• internet or telecommunications outages;
• government actions;
• labour disputes;
• cyber incidents outside AAPNA’s reasonable control;
• pandemics;
• failures of public utilities;
• other Force Majeure Events.

AAPNA shall use commercially reasonable efforts to mitigate the impact of such events.

19. RELATIONSHIP WITH OTHER POLICIES

This Policy should be read together with the other policies published by Mera Work, including:

• Terms of Service;
• Privacy Policy;
• Service Level Agreement (SLA);
• Cancellation and Refund Policy.

The Cancellation and Refund Policy governs cancellation and refund matters.

The Service Level Agreement governs service availability, support, incident management, maintenance, and applicable service commitments.

The Privacy Policy governs the collection and processing of Personal Data.

Where a Customer has entered into a separate written agreement with AAPNA containing specific delivery, implementation, licensing, or commercial terms, those agreed terms shall apply to that Customer to the extent of any inconsistency with this Policy.

20. CHANGES TO THIS POLICY

AAPNA may update this Shipping and Exchange Policy from time to time to reflect:

• operational changes;
• changes to Mera Work;
• changes in delivery processes;
• changes in applicable laws;
• changes in third-party services;
• other business or regulatory requirements.

Updated versions will be published on the official Mera Work website with the revised “Last Updated” date.

Where required by applicable law, AAPNA may provide additional notice regarding material changes.

Continued use of Mera Work following publication of an updated Policy shall constitute acceptance of the revised Policy to the extent permitted by applicable law.

21. CONTACT US

For questions relating to delivery, provisioning, implementation, exchange, or replacement, please contact:

AAPNA INFOTHEEK PRIVATE LIMITED
Email: support@mera.work
Website: https://mera.work/