Terms of Service

Security and Data Protection

Acenda takes security seriously and maintains an information security program designed to protect the confidentiality, integrity, and availability of customer data. Our security program includes administrative, technical, and organizational safeguards intended to reduce risk and support the reliable delivery of Acenda’s services.

Acenda may maintain security certifications, attestations, or audit reports, including SOC 2 reports, where applicable. Any such reports are provided for informational purposes only and may be subject to confidentiality requirements, access approval, and availability at the time of request.

1.1 Customer Responsibilities

Customers are responsible for maintaining the security of their own accounts, systems, devices, users, passwords, API keys, integrations, and marketplace credentials. Customers must promptly remove access for users who no longer need it and must use reasonable security practices when connecting third-party systems to Acenda.

Acenda is not responsible for unauthorized access, data loss, service disruption, or other issues caused by a customer’s users, systems, credentials, third-party applications, marketplace accounts, or failure to follow reasonable security practices.

1.2 Security Incident Reporting

If you discover a suspected security vulnerability or believe a security incident has occurred, please contact Acenda at security [at] acenda.com. Please include enough detail for us to investigate the issue, including affected systems, steps to reproduce the issue if applicable, and any relevant timestamps.

Acenda will review reports in good faith and will determine the appropriate response at its discretion. Reporting a vulnerability does not create any right to compensation, public recognition, or access to Acenda systems beyond what Acenda expressly authorizes in writing.

1.3 No Unauthorized Testing

Customers and third parties may not perform penetration tests, vulnerability scans, load tests, automated scraping, social engineering, denial-of-service testing, or any other security testing against Acenda systems without Acenda’s prior written approval.

Acenda may suspend access, block traffic, or take other protective action if activity appears to threaten the security, availability, or integrity of Acenda, its customers, its partners, or connected marketplaces.

1.4 Security Breach Notification

If Acenda confirms that customer data was accessed, acquired, or disclosed without authorization as a result of a breach of Acenda-controlled systems, Acenda will notify affected customers without unreasonable delay, as required by applicable law.

Acenda’s obligation to notify applies only to confirmed incidents involving Acenda-controlled systems. It does not apply to incidents caused by customer systems, customer credentials, customer-authorized users, third-party applications, marketplace accounts, carriers, logistics providers, payment providers, or other services outside Acenda’s reasonable control.

1.5 Data Encryption

Acenda uses commercially reasonable encryption and security controls designed to protect customer data in transit and at rest where appropriate. Customers are responsible for ensuring that their own browsers, devices, networks, and connected systems support secure configurations and current security standards.

1.6 Access Controls

Acenda uses role-based access controls and limits employee access to customer data based on business need. Customers are responsible for assigning appropriate roles and permissions to their own users within the Acenda platform.

Abuse, Trademark, and Copyright

Acenda respects intellectual property rights and expects customers, users, and third parties to do the same. Customers are solely responsible for the products, listings, images, descriptions, trademarks, brand names, advertising claims, and other content they create, upload, submit, syndicate, or publish through Acenda.

Acenda may receive complaints involving alleged trademark, copyright, counterfeit, product safety, marketplace policy, or other legal violations. Acenda may investigate these complaints and may remove, disable, suspend, or restrict access to content, listings, integrations, accounts, or services when Acenda believes action is appropriate.

Acenda is not responsible for determining ownership of intellectual property rights or resolving disputes between customers, rights holders, marketplaces, suppliers, distributors, or other third parties. Customers agree to respond promptly to any complaint and to indemnify and hold Acenda harmless from claims related to customer content, products, listings, or marketplace activity.

Reporting Intellectual Property Concerns

To report a trademark, copyright, counterfeit, or other intellectual property concern, please contact Acenda with a clear description of the issue, the affected content or listing, your contact information, and documentation supporting your rights or authority to act.

System Availability and Continuity

Service Availability

Acenda works to provide a reliable platform and targets strong system availability. However, Acenda does not guarantee uninterrupted, error-free, or continuous access to the services unless a separate written agreement expressly states otherwise.

Any availability targets are goals only and do not create service credits, refunds, penalties, or other remedies unless specifically agreed in a separate written service level agreement signed by Acenda.

Maintenance

Acenda may perform scheduled or emergency maintenance to improve, secure, repair, or update the platform. When practical, scheduled maintenance will be performed during lower-traffic periods and Acenda will provide advance notice through reasonable channels.

Emergency maintenance may be performed without advance notice when Acenda determines that immediate action is needed to protect the platform, customer data, marketplace connections, or service availability.

Third-Party and Marketplace Dependencies

Acenda connects with marketplaces, retailers, carriers, ERPs, logistics providers, payment providers, and other third-party systems. Acenda is not responsible for outages, delays, errors, API changes, rate limits, suspensions, listing rejections, order delays, data inaccuracies, or other issues caused by third-party systems or services outside Acenda’s reasonable control.

Disaster Recovery and Business Continuity

Acenda maintains disaster recovery and business continuity practices designed to support continued operations and service recovery. Recovery times may vary depending on the nature and scope of an incident, third-party dependencies, customer configurations, and other factors.

Acceptable Use Policy

Customers and users must use Acenda responsibly, lawfully, and in a way that does not harm Acenda, other customers, marketplaces, partners, or third parties. Acenda may suspend, limit, or terminate access if it believes activity violates this policy or creates risk to the platform.

No unlawful activity: You may not use Acenda to violate any law, regulation, marketplace policy, intellectual property right, privacy right, product safety rule, export control rule, or third-party agreement.
No harmful products or content: You may not use Acenda to list, sell, promote, or distribute illegal, unsafe, counterfeit, infringing, deceptive, or restricted products or content.
No security circumvention: You may not bypass, disable, interfere with, or attempt to defeat any security, authentication, access control, monitoring, rate limit, or usage restriction used by Acenda or its partners.
No unauthorized testing: You may not perform penetration testing, vulnerability scanning, load testing, scraping, crawling, reverse engineering, or similar testing without Acenda’s prior written approval.
No platform disruption: You may not overload, disrupt, degrade, or interfere with Acenda’s systems, networks, APIs, queues, databases, infrastructure, or connected third-party services.
No unauthorized access: You may not access or attempt to access accounts, data, systems, integrations, APIs, credentials, or information that you are not authorized to access.
No misuse of data: You may not collect, copy, export, disclose, or use data from Acenda except as permitted by your agreement with Acenda and applicable law.
No credential sharing: You are responsible for keeping usernames, passwords, API keys, tokens, and marketplace credentials secure. Shared, weak, or compromised credentials may result in suspended access.
No deceptive activity: You may not use Acenda to misrepresent products, prices, inventory, shipping times, reviews, seller identity, product origin, compliance status, or marketplace eligibility.
No resale or unauthorized use: You may not resell, sublicense, white-label, copy, or provide access to Acenda except as expressly allowed in a written agreement with Acenda.

Acenda may investigate suspected misuse and may take action without prior notice when needed to protect Acenda, customers, marketplaces, partners, or the public.

Privacy Policy and Data Processing

Acenda processes customer data to provide, support, secure, improve, and operate its services. Customers are responsible for ensuring that they have the necessary rights, permissions, notices, and legal basis to provide data to Acenda and to use Acenda with their own customers, employees, vendors, marketplaces, and partners.

Customer Data

As between Acenda and the customer, the customer retains ownership of customer data. Acenda may use customer data as needed to provide the services, comply with law, prevent fraud or abuse, enforce agreements, support integrations, improve performance, and protect Acenda, customers, and third parties.

Sub-processors and Service Providers

Acenda may use third-party service providers and sub-processors to provide hosting, infrastructure, analytics, communications, support, security, monitoring, and other business services. Acenda requires service providers that process customer data on Acenda’s behalf to use reasonable data protection measures.

Acenda may update its service providers and sub-processors from time to time as its business and technology needs change.

Data Retention and Disposal

Acenda retains customer data for as long as reasonably needed to provide the services, comply with legal obligations, resolve disputes, maintain security, prevent fraud, enforce agreements, and operate its business.

After termination of services, Acenda may retain customer data for a limited period to allow retrieval, transition, legal compliance, backup, audit, or business continuity. Customer data may remain in backups, logs, archives, and disaster recovery systems until deleted or overwritten in the ordinary course of business.

Data Export

Customers are responsible for exporting any customer data they need before termination or expiration of services. Acenda may assist with data export when commercially reasonable, but Acenda is not responsible for customer failure to export data in a timely manner.

Aggregated and De-identified Data

Acenda may use aggregated, anonymized, or de-identified information to monitor performance, improve services, develop features, understand marketplace trends, and support business operations. This information does not identify a specific customer or individual.

Platform Changes, Integrations, and Marketplace Rules

Acenda may update, modify, suspend, or discontinue features, integrations, workflows, APIs, data mappings, or platform functionality from time to time. Acenda may make these changes to improve the platform, address security issues, comply with marketplace requirements, respond to third-party changes, or support business operations.

Marketplaces and third-party providers may change their APIs, policies, data requirements, category rules, fees, rate limits, review processes, or approval standards at any time. Acenda is not responsible for marketplace decisions, listing approvals, listing rejections, account suspensions, enforcement actions, API downtime, or policy changes.

Customers are responsible for reviewing and complying with all marketplace terms, product rules, category requirements, fulfillment obligations, tax obligations, and seller policies that apply to their business.

Limitation of Liability

To the fullest extent permitted by law, Acenda will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost sales, lost goodwill, lost data, business interruption, marketplace suspension, listing rejection, fulfillment delay, inventory error, or third-party service failure.

Acenda’s total liability for any claim relating to the services will not exceed the amounts paid by the customer to Acenda for the services giving rise to the claim during the three months before the event giving rise to liability, unless a separate written agreement signed by Acenda states otherwise.

Indemnification

Customers agree to defend, indemnify, and hold harmless Acenda, its officers, directors, employees, contractors, affiliates, and partners from and against claims, damages, losses, liabilities, penalties, costs, and expenses, including reasonable attorneys’ fees, arising from or related to:

customer products, listings, content, images, descriptions, claims, pricing, inventory, fulfillment, or shipping;
customer use of Acenda or any connected marketplace or third-party service;
customer breach of these terms, marketplace rules, applicable law, or third-party rights;
customer systems, credentials, users, vendors, suppliers, carriers, warehouses, or integrations; and
alleged infringement, counterfeit activity, product safety issues, privacy violations, consumer protection claims, or tax-related claims involving the customer’s business.

Questions

If you have questions about these terms, security practices, privacy practices, or acceptable use requirements, please contact Acenda at support [at] acenda.com.

Terms of Service & Security Policy