Terms of Service

1. Acceptance of Terms

By accessing and using the website (https://www.pandanlabs.com) and services provided by Pandan Labs (PVT) Ltd ("Company," "we," "us," or "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use our website or services. Your continued use of our website and services constitutes your acceptance of these Terms.

These Terms apply to all users, including but not limited to customers, vendors, and other visitors to our website. The Company reserves the right to modify these Terms at any time without notice. Your continued use of our services following any such modifications constitutes your acceptance of the updated Terms.

2. Services Description

Pandan Labs provides a range of IT solutions and services, including but not limited to:

• Point of Sale (POS) Systems
• E-Commerce Platforms
• Custom Software Development
• Technical Support and Maintenance
• SaaS (Software as a Service) Solutions
• Data Analytics and Reporting
• IoT (Internet of Things) Systems

The Company reserves the right to add, modify, or discontinue any service at any time. We will make reasonable efforts to notify you of significant changes to our services.

3. User Eligibility and Accounts

To use our services, you must be at least 18 years old (or the age of majority in your jurisdiction) and have the legal capacity to enter into binding agreements. By creating an account or using our services, you represent and warrant that you meet these requirements.

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account. The Company is not responsible for any loss or damage arising from your failure to maintain account security.

4. Use License and Restrictions

Subject to these Terms, the Company grants you a limited, non-exclusive, non-transferable license to access and use our website and services for lawful purposes. This license is conditioned upon your compliance with all restrictions and prohibitions set forth in these Terms.

You agree not to:

• Reproduce, duplicate, copy, sell, or resell any portion of our services
• Access our services for any purpose other than those expressly authorized by the Company
• Use automated systems or bots to access our services without prior written consent
• Attempt to gain unauthorized access to any portion of our services
• Interfere with or disrupt the integrity or performance of our services
• Use our services to transmit viruses, malware, or any harmful code
• Use our services for any illegal, fraudulent, or abusive purposes
• Violate any applicable laws or regulations
• Infringe upon the intellectual property rights of the Company or any third party
• Reverse engineer, decompile, or disassemble any portion of our services

5. Intellectual Property Rights

The website, services, software, content, and materials provided by Pandan Labs (including but not limited to text, graphics, logos, images, designs, code, and functionality) are the exclusive property of the Company or its licensors and are protected by international copyright, trademark, and other intellectual property laws.

You retain ownership of any content you create or submit to our services ("User Content"). However, by submitting User Content, you grant the Company a worldwide, non-exclusive, royalty-free license to use, display, modify, and distribute such content for the purpose of providing and improving our services.

You are responsible for ensuring that your User Content does not infringe upon any third-party intellectual property rights. The Company does not claim ownership of User Content but reserves the right to remove any content that violates these Terms or applicable laws.

6. Payment Terms and Billing

All fees and charges for our services are in Sri Lankan Rupees (LKR) unless otherwise stated. Prices are subject to change at any time, with advance notice.

Timely Payment Requirements: Payment must be made on or before the agreed-upon project milestone dates. Timely payment is essential for the delivery of your requested system and services. The final project output, including the delivery of the custom-built system or service, will be provided only upon receipt of the full agreed-upon payment. Without timely payment, the delivery of the final output will be delayed accordingly.

You agree to pay all fees and charges associated with the development and delivery of our services. Unless otherwise specified in your service agreement, payments are due upon invoice receipt. Failure to pay by the agreed deadline may result in:

• Delay or suspension of project development and final system delivery
• Postponement of deployment and implementation timelines
• Suspension or termination of services

The Company reserves the right to pursue collection actions and recover any outstanding fees through legal means. As part of our service agreement, we collect and maintain customer details (including contact information, business details, and project specifications). In the event of non-payment or customer non-responsiveness following project completion, the Company may take appropriate action based on the information gathered during the service engagement.

The Company may charge your credit card, bank account, or other payment method on file for any unpaid fees. You authorize the Company to charge you for any fees incurred in connection with your use of our services.

Refund Policy: Once the final system or service delivery has commenced or been completed, refunds are non-refundable except as required by law or as specified in a separate service agreement. Customers wishing to cancel services must provide written notice 15 days in advance, subject to any penalties outlined in your service agreement.

7. Services Delivery and Support

Project Delivery Timeline: Upon timely receipt of full payment as outlined in Section 6, Pandan Labs commits to delivering your requested system or service according to the agreed-upon timeline and specifications defined in your service agreement.

Final Output Delivery: The complete and final system or service output will be delivered only after payment has been received in full. Partial payments do not entitle you to partial delivery of the final output. Any delays in your payment will correspondingly delay the delivery of your final system or requested service.

Post-Delivery Support and Maintenance: Following successful delivery and the completion of your project, Pandan Labs is fully responsible for:

• Providing regular updates and improvements to your system or service
• Identifying, documenting, and resolving any bugs or issues that arise
• Delivering timely solutions and patches for technical problems
• Providing technical support and guidance as outlined in your service agreement
• Ensuring your system operates according to the agreed specifications

Responsibility for Quality: We take full responsibility for the quality and functionality of the delivered system. If bugs, errors, or functionality issues arise after delivery, we will provide comprehensive support and solutions at no additional cost during the agreed support period. Our team will work diligently to resolve any issues and ensure your satisfaction with the delivered product.

Communication and Support Channels: Following project delivery, you will have access to our support channels for reporting issues, requesting updates, and receiving assistance. Response times and support availability are detailed in your service agreement and our Service Level Agreement (Section 15).

8. Disclaimer of Warranties

OUR WEBSITE AND SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. THE COMPANY DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

THE COMPANY DOES NOT WARRANT THAT:

• Our services will be uninterrupted, error-free, or completely secure
• Defects in our services will be corrected
• Our website or services are free from viruses or harmful components
• Results obtained from our services will be accurate or reliable
• Any information available through our services is complete or up-to-date

You assume all responsibility and risk for your use of our website and services. The Company and its affiliates, officers, directors, employees, and agents shall not be liable for any special, indirect, incidental, consequential, or punitive damages.

9. Limitation of Liability

IN NO EVENT SHALL PANDAN LABS, ITS AFFILIATES, OR THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

THE TOTAL LIABILITY OF THE COMPANY FOR ANY CLAIM ARISING FROM OR RELATING TO THESE TERMS OR YOUR USE OF OUR SERVICES SHALL NOT EXCEED THE TOTAL AMOUNT OF FEES PAID BY YOU TO THE COMPANY IN THE 12 MONTHS PRECEDING THE CLAIM.

10. Indemnification

You agree to indemnify, defend, and hold harmless Pandan Labs and its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable attorneys' fees) arising from:

• Your violation of these Terms
• Your violation of any applicable laws or regulations
• Your use of our website or services
• Your infringement of any intellectual property rights
• Any content you submit or post on our website

11. Termination

The Company reserves the right to terminate or suspend your account and access to our services at any time, with or without cause, with or without notice. Grounds for termination may include, but are not limited to:

• Violation of these Terms
• Non-payment of fees
• Fraud or illegal activity
• Unauthorized access attempts
• Violation of applicable laws
• Abusive or threatening conduct

Upon termination, your right to use our services immediately ceases. The Company will not be liable for any loss or damage resulting from termination of your account or access to our services.

12. Limitation on Service Availability

While we strive to maintain service availability, we do not guarantee uninterrupted access to our website and services. The Company may schedule maintenance, updates, or perform necessary repairs without advance notice. We shall not be liable for any service interruptions, downtime, or loss of data.

The Company maintains a 99.5% uptime guarantee for our paid SaaS services (excluding scheduled maintenance). Service credits will be issued according to our SLA (Service Level Agreement) for service interruptions exceeding this threshold.

13. Data Backup and Security

You are responsible for maintaining regular backups of your data. While the Company takes reasonable measures to protect your data, we are not responsible for data loss, corruption, or unauthorized access resulting from circumstances beyond our reasonable control.

The Company implements industry-standard security measures, including encryption, firewalls, and access controls. However, no security system is completely secure. You acknowledge the inherent risks of transmitting information over the internet and the potential for unauthorized access.

14. Third-Party Links and Services

Our website may contain links to third-party websites and services that are not controlled or operated by Pandan Labs. These links are provided for your convenience only. The Company does not endorse, recommend, or assume responsibility for any third-party websites or services.

Your interaction with third-party websites is at your own risk and subject to their terms of service and privacy policies. The Company shall not be liable for any damages or losses arising from your use of third-party services.

15. User Conduct and Prohibited Activities

You agree to use our website and services only for lawful purposes and in a manner that does not infringe upon the rights of others or restrict their use and enjoyment of our website and services.

Prohibited behaviors include:

• Harassment, abuse, or threatening language toward other users or Company personnel
• Spam or unsolicited marketing communications
• Transmission of viruses, malware, or harmful code
• Illegal activities or content
• Intellectual property infringement
• Privacy violations or unauthorized access to others' information
• Attempted manipulation or fraud

16. Service Level Agreement

For paid services, Pandan Labs commits to maintaining service availability as follows:

• 99.5% Uptime Guarantee: Excluding scheduled maintenance and factors outside our control
• Response Time: Critical issues will receive response within 1 hour during business hours; 24 hours otherwise
• Resolution Time: Target resolution within 4-8 hours for critical issues, depending on complexity
• Service Credits: Applicable for service interruptions exceeding SLA thresholds

Detailed SLA terms and service credits are outlined in your service agreement.

17. Modifications to Terms and Services

The Company reserves the right to modify these Terms and any service offerings at any time. Material changes to these Terms will be communicated via email or prominent notice on our website. Your continued use of our services constitutes acceptance of the updated Terms.

We may add, modify, or discontinue features or services at any time. We will make reasonable efforts to provide advance notice of significant changes.

18. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of Sri Lanka, without regard to its conflict-of-law provisions. You agree to submit to the exclusive jurisdiction of the courts located in Sri Lanka for any disputes arising from these Terms or your use of our services.

19. Dispute Resolution

Before initiating legal proceedings, we encourage parties to attempt resolution through good-faith negotiation. If negotiation fails, disputes may be submitted to binding arbitration in accordance with the arbitration rules of Sri Lanka.

Arbitration shall be conducted by a single arbitrator and shall take place in Sri Lanka. The costs of arbitration shall be shared equally by both parties, unless otherwise determined by the arbitrator.

20. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid, or if such modification is not possible, the provision shall be severed from these Terms. The remaining provisions shall continue in full force and effect.

21. Entire Agreement

These Terms, together with any other agreements between you and Pandan Labs, constitute the entire agreement regarding your use of our website and services and supersede all prior understandings and agreements, whether written or oral.

22. Feedback and Suggestions

Any feedback, suggestions, or ideas you provide regarding our website or services may be used by the Company without any obligation to you. You agree that such feedback is provided without any expectation of compensation.

23. Contact Information

If you have questions, concerns, or disputes regarding these Terms or our services, please contact us:

Last Updated: March 11, 2026