Terms of Service

These Terms of Service ("Terms") govern your access to and use of the services provided by Doozy Order Protection ("Doozy," "we," "us," or "our"). By accessing or using any part of the Service, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Service.

1. Definitions

In these Terms:

• "Service" means the Doozy Order Protection platform, including the website (www.doozyorderprotection.com), the WordPress / WooCommerce plugin, the merchant portal, the claims portal, and all related tools, APIs, and documentation.
• "Merchant" means a business or individual that registers for a Doozy account and integrates the Service into their e-commerce store.
• "End User" (also "Customer" or "Claimant") means a consumer who purchases goods from a Merchant's store and interacts with Doozy — for example, by opting in to order protection at checkout, filing a claim, or tracking a claim.
• "Protected Order" means an order for which the End User opted in to Doozy Order Protection at checkout and the applicable protection fee was collected.
• "Protection Fee" means the fee charged to the End User at checkout for Doozy Order Protection on a given order.

2. Scope of These Terms

These Terms apply to both Merchants and End Users. Certain sections are specifically directed at Merchants (see Sections 5 and 11) and certain sections are specifically directed at End Users (see Sections 6, 7, and 8). Where a section applies to both, it will be clear from the context. By using the Service in any capacity, you agree to the terms relevant to your use.

3. Description of Service

Doozy provides an order-protection service for online purchases made through Merchant stores. The Service operates as follows:

• Merchants install the Doozy plugin on their WooCommerce store and configure it through the merchant portal.
• At checkout, End Users are given the option to add Doozy Order Protection for a Protection Fee.
• If an End User opts in, their order is considered a Protected Order and is covered against certain shipping-related issues as described in these Terms.
• If a covered issue occurs, the End User may file a claim through the Doozy claims portal. Doozy reviews and resolves eligible claims.

Doozy is not an insurance provider. The Service is a commercial order-protection programme that offers claim resolution for qualifying shipping issues under the terms and conditions set out below.

4. Eligibility

To use the Service:

• Merchants must be legally authorised to operate an e-commerce business and must have a functioning WooCommerce store.
• End Users must be at least 18 years old (or the age of majority in their jurisdiction) and must have placed an order on a Merchant's store where Doozy Order Protection was available.
• All users must provide accurate and complete information when using the Service.

5. Merchant Terms

5.1 Account Registration

To use the Service, Merchants must register for an account through the plugin onboarding process or merchant portal. You are responsible for maintaining the security of your account credentials, API keys, and webhook secrets. You must notify us immediately if you become aware of any unauthorised use of your account.

5.2 Plugin Integration

The Doozy plugin integrates with your WooCommerce store to display a protection opt-in at checkout, calculate protection fees, and transmit relevant order data to Doozy. Merchants are responsible for ensuring that the plugin is properly installed and configured, and that their store environment is compatible with the plugin's requirements.

5.3 Revenue Share

Merchants earn a share of the Protection Fees collected on their store. The applicable revenue-share percentage and any related terms are communicated to Merchants through the merchant portal and may be updated from time to time. Revenue-share details, invoices, and billing history are available in the merchant dashboard.

5.4 Merchant Responsibilities

As a Merchant, you agree to:

• Provide accurate and up-to-date store, business, and billing information.
• Cooperate with Doozy in connection with claim investigations, including providing order, shipping, and fulfilment information when reasonably requested.
• Not modify, interfere with, or circumvent the functionality of the Doozy plugin or Service in a way that undermines protection coverage, misrepresents the Service to End Users, or manipulates Protection Fees.
• Ensure that your use of the Service complies with applicable laws and regulations, including consumer-protection and privacy laws.
• Not use the Service to facilitate or enable fraudulent transactions or claims.

5.5 Merchant Data Obligations

Merchants acknowledge that certain End User personal data (such as order, shipping, and contact information) is transmitted to Doozy in order to provide the Service. Merchants are responsible for ensuring that they have an appropriate legal basis to share such data with Doozy, and for informing their customers about the use of third-party services, including Doozy, in their own privacy policy. Please refer to our Privacy Policy for further details on how we handle personal data.

6. Protection Coverage

6.1 What Is Covered

A Protected Order may be eligible for a claim under the following circumstances:

• Lost in transit — the package was not delivered within a reasonable period beyond the carrier's estimated delivery date, or tracking indicates a delivery issue.
• Damaged during shipping — the items arrived in a damaged condition as a result of the shipping process.
• Stolen after delivery — the package was confirmed as delivered but was stolen (commonly referred to as porch piracy or package theft).

6.2 What Is Not Covered

The following are excluded from coverage:

• Orders for which Doozy Order Protection was not purchased at checkout.
• Issues arising from an incorrect or incomplete shipping address provided by the End User.
• Packages refused, returned, or redirected by the End User.
• Damage caused by the End User after delivery.
• Product defects, quality issues, or dissatisfaction unrelated to shipping.
• Orders involving fraud, misrepresentation, or violation of applicable laws.
• Items prohibited by applicable laws or the Merchant's own policies.
• Claims filed outside the coverage window (see Section 7.1).
• Any other circumstances that fall outside the specific covered events listed in Section 6.1.

6.3 Coverage Period

Protection is effective from the date of purchase and remains in effect for 30 days. Any claim must be filed within this 30-day window.

7. Claims Process

7.1 Filing a Claim

To file a claim, the End User must:

• Submit a claim through the Doozy claims portal within 30 days of the order date.
• Provide the email address and order number associated with the Protected Order.
• Select the affected items and specify the reason for the claim.
• Provide a truthful description of the issue and, where applicable, supporting evidence such as photographs of damaged items or packaging.

7.2 Review and Resolution

All claims are reviewed by Doozy. We aim to resolve most claims within 24–48 hours, though more complex cases may take longer. During the review process, we may:

• Request additional information or evidence from the End User.
• Verify claim details with the Merchant or shipping carrier.
• Investigate the circumstances of the claim.

Doozy reserves the right, in its sole discretion, to approve, partially approve, or deny any claim based on the information available. A claim may be resolved through a refund, a reorder of the affected items, or another appropriate resolution as determined by Doozy.

7.3 Claimant Responsibilities

When filing a claim, you agree to:

• Provide accurate, truthful, and complete information.
• Not submit fraudulent, exaggerated, or misleading claims.
• Cooperate with any investigation or request for additional information.
• Not file duplicate claims for the same order or items.

Submitting a fraudulent claim is a violation of these Terms and may result in denial of the claim, suspension of access to the Service, and, where appropriate, referral to relevant authorities.

8. Fees and Billing

8.1 Protection Fees

The Protection Fee is charged to the End User at checkout and is calculated based on the order value and the protection-pricing configuration set for the Merchant's store. The fee is always displayed to the End User before they opt in. Protection Fees are non-refundable except where required by applicable law.

8.2 Merchant Billing

Doozy issues periodic invoices to Merchants reflecting Protection Fees collected, claim-related costs, revenue-share distributions, and any other applicable charges or credits. Invoices are accessible through the merchant dashboard. Payment terms and methods are communicated through the merchant portal and are subject to the billing arrangements agreed between Doozy and the Merchant.

9. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable law or regulation.
• Submit false, misleading, or fraudulent information or claims.
• Attempt to gain unauthorised access to any part of the Service, including other users' accounts, systems, or data.
• Reverse-engineer, decompile, disassemble, or otherwise attempt to derive the source code or underlying technology of the Service.
• Interfere with, disrupt, or place an unreasonable burden on the Service or its infrastructure.
• Use automated scripts, bots, or other means to access the Service in a manner not expressly authorised.
• Resell, sublicence, or commercially exploit any part of the Service without our prior written consent.

10. Intellectual Property

The Service — including but not limited to its software, code, design, branding, logos, trademarks, documentation, and content — is owned by or licensed to Doozy and is protected by applicable intellectual-property laws. Nothing in these Terms grants you any right, title, or interest in the Service beyond the limited right to use it in accordance with these Terms. You may not copy, modify, distribute, or create derivative works of any part of the Service without our prior written consent.

11. Confidentiality

In the course of using the Service, Merchants may receive or have access to confidential or proprietary information belonging to Doozy, including but not limited to technical documentation, pricing structures, API specifications, and business processes. Merchants agree to keep such information confidential and not to disclose it to third parties without our prior written consent, except to the extent necessary to use the Service as intended or as required by law.

12. Disclaimers

To the maximum extent permitted by applicable law:

• The Service is provided on an "as is" and "as available" basis. Doozy makes no warranties or representations, express or implied, regarding the Service, including warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted availability.
• Doozy does not guarantee that every claim will be approved. Claim eligibility and outcomes are determined on a case-by-case basis in accordance with these Terms.
• Doozy is not responsible for the products sold by Merchants, the accuracy of Merchant store information, or the actions or omissions of shipping carriers.
• Doozy is not an insurance company, and the Service does not constitute an insurance policy, warranty, or guarantee. The Service is a commercial order-protection programme subject to the terms and limitations described herein.

13. Limitation of Liability

To the maximum extent permitted by applicable law, in no event shall Doozy, its directors, officers, employees, agents, or affiliates be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or business opportunity, arising out of or in connection with the Service, regardless of the theory of liability. Doozy's total aggregate liability for any claims arising under or in connection with these Terms shall not exceed the total Protection Fees paid by or on behalf of the claimant in relation to the specific order that is the subject of the claim. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

14. Indemnification

You agree to indemnify, defend, and hold harmless Doozy and its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any applicable law or the rights of any third party; or (d) any fraudulent, misleading, or inaccurate information or claims you submit. For Merchants, this includes claims arising from the Merchant's failure to comply with applicable consumer-protection, privacy, or data-protection laws in connection with the Merchant's use of the Service.

15. Suspension and Termination

We may suspend or terminate your access to the Service, in whole or in part, at any time and for any reason, including but not limited to:

• Violation of these Terms or our policies.
• Suspected fraudulent or abusive activity.
• Non-payment of applicable fees.
• A request by law enforcement or a governmental authority.
• Extended inactivity or discontinuation of a Merchant's store.

Where practicable, we will provide reasonable notice prior to suspension or termination. Upon termination, Merchant accounts will be deactivated and access to the merchant portal and plugin functionality will cease. Any outstanding claims filed before termination will be processed in accordance with these Terms. Sections of these Terms that by their nature should survive termination (including but not limited to Sections 10, 11, 12, 13, 14, and 17) will continue to apply.

16. Service Modifications

Doozy reserves the right to modify, update, or discontinue any aspect of the Service at any time, with or without notice. We are not liable for any modification, suspension, or discontinuation of the Service. Where a change materially affects Merchant accounts or active protection coverage, we will use reasonable efforts to provide advance notice.

17. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, provide additional notice (for example, by email or through the merchant portal). Continued use of the Service after such changes constitutes your acceptance of the revised Terms. If you do not agree with any changes, you should stop using the Service.

18. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which Doozy Order Protection is established, without regard to conflict of law principles. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of that jurisdiction. Nothing in this section limits the rights of consumers under mandatory consumer-protection laws of their country of residence.

19. General Provisions

19.1 Entire Agreement

These Terms, together with our Privacy Policy and any additional terms communicated through the merchant portal, constitute the entire agreement between you and Doozy regarding the Service. They supersede any prior agreements, communications, or understandings relating to the Service.

19.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

19.3 Waiver

The failure of Doozy to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

19.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. Doozy may assign its rights and obligations under these Terms without restriction.

19.5 Force Majeure

Doozy shall not be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to natural disasters, acts of government, internet or infrastructure outages, pandemics, or carrier disruptions.

20. Contact

If you have questions about these Terms of Service, please contact us: