Terms of Service
Effective Date: January 1, 2025
Last Updated: December 25, 2025
1. Acceptance of Terms
2. Description of Services
2.1 Services Provided
Our services include multi-carrier rate comparison and procurement, shipment booking and management through our platform, carrier selection and routing optimization, customs documentation and clearance support, real-time shipment tracking and visibility, and invoice consolidation and audit services. The specific services available to you may vary based on your service agreement and geographic location.
2.2 Role as 4PL Provider
You acknowledge and agree that Janio acts as a logistics orchestrator and intermediary, not as a carrier, freight forwarder, or customs broker. Physical transportation, handling, and delivery of shipments are performed by third-party carriers within our network. Janio coordinates logistics services but does not take physical possession of goods except through our authorized partners. Carrier services are subject to the terms and conditions of the respective carriers.
2.3 Service Availability
We strive to maintain platform availability of 99.9% uptime, excluding scheduled maintenance. However, we do not guarantee uninterrupted access to our services. We reserve the right to modify, suspend, or discontinue any aspect of our services at any time with reasonable notice to affected customers.
3. Account Registration and Security
3.1 Account Requirements
You must provide valid business registration documentation and tax identification numbers as required. You must designate authorized representatives who have authority to bind your organization. All account information must be accurate and kept current. You must comply with our acceptable use policies and any applicable laws and regulations.
3.2 Account Security
You are responsible for maintaining the confidentiality of your login credentials, API keys, and other authentication information. You must enable multi-factor authentication when available and promptly notify us of any unauthorized access or security breach. You must ensure that API keys are securely stored and rotated periodically. Janio shall not be liable for any loss or damage arising from your failure to maintain account security.
3.3 Account Suspension
We may suspend or terminate your account if you breach these Terms, fail to pay amounts when due, engage in fraudulent or illegal activities, or pose a security risk to our platform or other users. We will provide notice of suspension when practicable, except in cases of emergency or legal requirement.
4. Shipment Terms
4.1 Booking Shipments
When booking shipments, you must provide accurate package dimensions, weight, and contents descriptions. You must declare correct customs values for international shipments. You must ensure goods are properly packaged and labeled for transport. You must verify recipient information before confirming bookings. You must comply with all applicable shipping regulations and restrictions. Inaccurate information may result in additional charges, delays, or rejection of shipments.
4.2 Prohibited and Restricted Items
You may not ship items that are prohibited by law or carrier policies, including but not limited to illegal drugs and controlled substances, weapons, ammunition, and explosives, counterfeit goods and trademark-infringing items, live animals (except with prior authorization), human remains or body parts, currency, bearer instruments, and precious metals in bulk, and hazardous materials without proper documentation and carrier approval. Restricted items such as lithium batteries, alcohol, tobacco, and pharmaceuticals require appropriate licenses, permits, and documentation. Shipping prohibited items may result in immediate account termination and legal action.
4.3 Delivery and Tracking
We provide real-time tracking information for shipments as made available by carriers. Delivery estimates are provided for informational purposes and are not guaranteed. Delivery is subject to carrier performance, customs clearance, and factors beyond our control. You acknowledge that we do not control carrier operations and cannot guarantee specific delivery times or outcomes.
4.4 Cancellation and Modifications
Shipments may be cancelled or modified before carrier pickup, subject to applicable cancellation fees. Once a shipment has been picked up by a carrier, cancellation or modification may not be possible or may incur additional charges. Refunds for cancelled shipments will be processed according to our refund policy, minus any applicable fees.
5. Customs and International Shipments
5.1 Customer Obligations
You must provide accurate customs declarations and commercial invoices. You must obtain all necessary import and export licenses and permits. You must ensure correct Harmonized System (HS) codes for your products. You must comply with all trade regulations, sanctions, and export controls. You are responsible for payment of all duties, taxes, and customs fees.
5.2 Importer of Record
Unless otherwise agreed in writing, the recipient of international shipments serves as the importer of record and is responsible for all customs clearance obligations, including payment of duties and taxes. Janio does not act as importer of record unless explicitly agreed in a separate written agreement.
5.3 Customs Delays
Shipments may be delayed due to customs inspection, documentation issues, or regulatory requirements. Janio is not liable for delays caused by customs authorities. Additional charges may apply for customs storage, inspection, or documentation requirements.
6. Pricing and Payment
6.1 Pricing
Rates quoted at the time of booking are valid for that booking and subject to carrier rate changes. Prices are quoted in the currency specified and exclude applicable taxes unless otherwise stated. Dimensional weight pricing may apply based on package size. Fuel surcharges and accessorial fees are applied as quoted. We reserve the right to adjust pricing with thirty (30) days' notice to customers.
6.2 Invoicing and Payment Terms
Invoices are issued on a weekly or monthly basis as specified in your service agreement. Payment is due within thirty (30) days of invoice date unless otherwise agreed. Late payments are subject to interest at the rate of 1.5% per month or the maximum rate permitted by law, whichever is lower. Disputed amounts must be raised in writing within fourteen (14) days of invoice date.
6.3 Non-Payment
Failure to pay amounts when due may result in suspension of services, application of late fees and interest, referral to collection agencies, and legal action to recover amounts owed. We may suspend services for accounts that are more than sixty (60) days overdue.
7. Liability and Limitations
7.1 Janio's Liability
Janio's liability is limited to direct damages arising from proven errors in our platform functionality, negligent carrier selection, or breach of these Terms. Our maximum aggregate liability shall not exceed the lesser of (a) the fees paid by you in the twelve (12) months preceding the claim, or (b) SGD 50,000. Janio shall not be liable for loss, damage, or delay caused by carrier performance, customs authorities, force majeure events, or circumstances beyond our reasonable control.
7.2 Carrier Liability
Liability for loss, damage, or delay during transportation is governed by the applicable carrier's terms and conditions and international transport conventions, including the Warsaw Convention and Montreal Convention for air transport, CMR Convention for road transport, and Hague-Visby Rules for sea transport. Carrier liability is typically limited to USD 2-20 per kilogram depending on the carrier and service. Additional cargo insurance is available upon request.
7.3 Exclusions
Neither party shall be liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, lost revenue, or loss of business opportunity, regardless of whether such damages were foreseeable or whether a party was advised of the possibility of such damages.
7.4 Indemnification
You agree to indemnify and hold harmless Janio and its officers, directors, employees, and agents from any claims, damages, losses, and expenses (including reasonable attorneys' fees) arising from your breach of these Terms, your violation of any law or regulation, your shipment of prohibited items, or your negligence or willful misconduct.
8. Claims Process
8.1 Filing Claims
Claims for visible damage must be reported immediately upon delivery and noted on the delivery receipt. Claims for loss or concealed damage must be filed within seven (7) days of delivery or expected delivery date. Claims must include photographic evidence, commercial invoices, and proof of value. All packaging must be retained for inspection if required. Claims should be submitted through our platform or to claims@janio.com.
8.2 Claims Processing
We will acknowledge receipt of claims within two (2) business days. Investigation of claims will be completed within thirty (30) days. Resolution of standard claims will occur within sixty (60) days. Complex claims or those requiring carrier investigation may take longer. We will coordinate with carriers on your behalf but cannot guarantee claim outcomes.
8.3 Claim Limitations
Claims not filed within the required timeframes may be denied. Claims are limited to the declared value of goods or applicable liability limits, whichever is lower. We are not responsible for claims arising from improper packaging, inaccurate declarations, or prohibited items.
9. Intellectual Property
9.1 Janio's Intellectual Property
All intellectual property rights in our platform, software, algorithms, interfaces, documentation, and branding are owned by Janio or our licensors. You may not copy, modify, distribute, or create derivative works of our intellectual property without our prior written consent. Our trademarks and trade dress may not be used without our prior written permission.
9.2 License Grant
Subject to these Terms, we grant you a limited, non-exclusive, non-transferable license to access and use our platform for your internal business purposes. This license does not include the right to sublicense, sell, or transfer access to third parties.
9.3 Your Data
You retain ownership of all data you submit to our platform. You grant us a license to use, process, and store your data as necessary to provide our services. Upon termination, you may request export of your data for a period of ninety (90) days.
10. Confidentiality
11. Termination
11.1 Termination for Convenience
Either party may terminate these Terms for any reason by providing thirty (30) days' written notice to the other party.
11.2 Termination for Cause
Either party may terminate these Terms immediately upon written notice if the other party materially breaches these Terms and fails to cure such breach within fifteen (15) days of receiving notice, becomes insolvent or files for bankruptcy, or engages in illegal activities.
11.3 Effect of Termination
Upon termination, you must pay all outstanding amounts within thirty (30) days. We will complete processing of shipments booked before termination. Your access to the platform will be suspended upon termination. You may request export of your data within ninety (90) days of termination. Provisions of these Terms that by their nature should survive termination shall survive, including liability limitations, indemnification, and governing law.
12. Governing Law and Dispute Resolution
12.1 Dispute Resolution
The parties agree to attempt to resolve any dispute arising out of or relating to these Terms through good faith negotiation for a period of thirty (30) days. If the dispute cannot be resolved through negotiation, either party may submit the dispute to mediation administered by the Singapore Mediation Centre. If mediation is unsuccessful, the dispute shall be resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with its rules.
12.2 Jurisdiction
Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in the courts of Singapore. The parties consent to the exclusive jurisdiction of the courts of Singapore for such matters. All proceedings shall be conducted in the English language.
13. General Provisions
13.1 Entire Agreement
These Terms, together with any service agreements and policies referenced herein, constitute the entire agreement between you and Janio regarding the subject matter hereof and supersede all prior agreements and understandings.
13.2 Severability
If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall remain in full force and effect.
13.3 Waiver
The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
13.4 Assignment
You may not assign or transfer these Terms or your rights hereunder without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.
13.5 Force Majeure
Neither party shall be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including natural disasters, war, terrorism, strikes, government actions, or network failures.
13.6 Notices
Notices under these Terms shall be sent to the email address associated with your account or to legal@janio.com for notices to Janio. Notices are effective upon receipt.