Shipping & delivery policy

1. Nothing is physically shipped

We do not ship goods. There is no courier, no tracking number, no packaging and no delivery address. Because of that there are no shipping charges, no handling fees and no customs paperwork from us, anywhere in the world. The price you see at checkout is the price of the software.

Your billing address is collected for invoicing and tax purposes only, not for delivery.

2. What we deliver

Depending on what you bought, delivery consists of some or all of the following:

• your licence key, issued for the single domain recorded on your order;
• a download of the software, or access to the repository it is distributed from;
• installation and configuration documentation;
• your tax invoice;
• for SnapCart Applications, the white-label application build and the assets that go with it.

3. When it arrives

Delivery starts as soon as your payment is confirmed by the payment processor. Your licence key and download details are emailed to the address on the order, and the same details are available at any time in your account under My licences.

For a standard licence paid by card, UPI, netbanking or PayPal, delivery is automatic and takes a few minutes. Confirmation from the processor sets the whole sequence off at once: the order is marked paid, the tax invoice is raised, the licence key is issued for the domain on the order, and the receipt, the invoice and the key are emailed to you. Allow up to two hours before assuming something has gone wrong — mail can queue.

Some orders are released manually and take longer — for example a payment made by bank transfer, which we can only act on once the funds clear, an order held for verification, or an order that includes work we have to prepare. A bank transfer is delivered as soon as we record the payment against your order, which we do once the funds show in our account — normally within one working day of them clearing. Recording it issues the invoice and the licence key automatically, exactly as a card payment does. For the other two, we will tell you why the order is held and where it stands.

White-label mobile application builds are prepared to order. The timeline is normally ten to fifteen working days for an Android build, and about five working days more where an iOS build is included, from the point at which you have given us your branding assets and any store credentials we need. App store review is carried out by Apple and Google and its timing is outside our control.

4. If your delivery does not arrive

If nothing has arrived within the times above, please:

• check the spam, junk and promotions folders of the mailbox you used at checkout;
• check that the email address on the order was typed correctly — one wrong character is the most common cause;
• sign in to your account and look under My licences, where your key is available regardless of whether the email arrived;
• add our sending domain to your safe-sender list if your company filters external mail strictly.

If it is still missing, email info@btosc.com with your order number and we will resend it. If the address on the order was wrong, tell us the correct one and we will verify ownership of the order before we resend, because a licence key is worth money.

We treat a delivery that never arrived as an undelivered order, not as a completed one. If we cannot deliver to you at all, you are entitled to a refund under our refund policy.

5. Installation and handover

Our software is self-hosted, so it runs on a server you provide. First installation is included in the price of a SnapCart platform licence on every plan: we install the software, load the demo data and complete the initial setup on one server that meets the requirements below. Migrating an existing store, custom configuration, and reinstalling after you have rebuilt or moved the server are quoted separately. SnapCart Applications are built and handed over rather than installed, so nothing is installed on your server for those.

Your server must meet the requirements in the documentation before installation can be completed. SnapCart needs a virtual private server or cloud instance that you have root access to, running Java 17 and MySQL 8, with Docker and Docker Compose available. It will not run on shared cPanel hosting, and that is not something we can configure around — it is the single most common reason an installation cannot go ahead. If you are not sure whether your hosting qualifies, ask us before you buy.

Where we install for you, we need access to your hosting and your domain's DNS, and delivery is complete when the installation is running on your licensed domain and we have handed over. Handover includes the administrator credentials, a written note of what was installed and where, and a walkthrough call of up to forty-five minutes covering the admin panel and the day-to-day tasks. Deeper training, and training for further members of your team, is quoted separately.

6. International orders

We deliver worldwide. Because delivery is electronic there is no import process, no duty and no customs delay on what we send you.

Any tax your own country applies to a purchase of software from abroad is your responsibility, as set out in our terms of service. You are also responsible for making sure that receiving and using our software is lawful where you are. We do not sell to, and you may not install or use the software on behalf of, any person or in any territory subject to comprehensive sanctions under Indian, United Nations, European Union, United Kingdom or United States law; by placing an order you confirm that neither you nor your business is such a person. If we find otherwise we may cancel the order and refund it.

7. Contact

Questions about an order or a delivery: info@btosc.com. BTOSC Infotech Pvt Ltd, Bhagwati Market, Gali Peepal Mahadev, Hauz Quazi, Delhi 6, Delhi 110006, Delhi, India.