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Shipping & Delivery Policy

Last updated: 21 April 2026

1. Nature of the service

Latch CRM is a digital software-as-a-service product operated by Thoughtful Viewfinder Services, Pune. We do not ship any physical goods. "Delivery" in this policy refers to activation of the digital service.

2. SaaS subscription — delivery timeline

  • — On receipt of the signed Order Form and setup fee, a tenant is provisioned at <yourslug>.latchcrm.com within 2 business days.
  • — Admin credentials are emailed to the Customer's nominated administrator.
  • — Onboarding (branding, first project setup, first data import, training) is completed within 7 business days.

3. On-Prem licence — delivery timeline

  • — On receipt of the one-time licence fee, Latch provides the deployment package and installation support.
  • — Installation on Customer infrastructure is typically completed within 5 to 10 business days, depending on Customer infra readiness.
  • — Go-live follows configuration, first data import and training, typically within 15 business days from kickoff.

4. Buyer app

Once a tenant is active, end-buyers can install the Customer-branded Flutter app from the Google Play Store and Apple App Store. Buyer-app access is enabled per buyer from the admin portal. The Flutter buyer app is currently in early access from May 2026; until public launch, buyers receive documents and receipts by email and WhatsApp.

5. WhatsApp / SMS wallet top-ups

Wallet top-ups purchased via Razorpay are credited to the Customer's messaging wallet within 5 minutes of successful payment. If a credit is not reflected within 30 minutes, contact hello@latchcrm.com.

6. No physical shipping

We do not ship any hardware, manuals, USB drives or other physical items. All documentation and deliverables are provided digitally.

7. Delays

Delays caused by incomplete Customer input (missing logo, brand colours, project template, data file) do not extend Latch's delivery obligation; timelines resume on receipt of the required input.

8. Contact

Delivery queries: hello@latchcrm.com. Thoughtful Viewfinder Services, Pune, Maharashtra, India.