Terms of Service

These terms govern the agreement between It Goes Forward B.V. (registered in the Netherlands) and the client: the webshop or organisation that has signed up to use the Forwarding platform. By using the platform, the client agrees to these terms.

It Goes Forward provides the Forwarding platform: software that enables client webshops to offer consumers the option to route returns directly to new buyers, bypassing the warehouse.

The service includes:

• The matching algorithm
• Return portal integration
• Shipping label generation
• Consumer notification delivery
• CO₂ reporting
• Access to the REST API

The service does not include warehouse operations, physical logistics, consumer support on behalf of the client (unless agreed separately), or customs clearance.

The client is responsible for:

• Providing accurate product and order data via the API
• Ensuring their consumers are informed about the Forwarding option in accordance with applicable consumer protection law
• Maintaining their own return policy for Forwarded items
• Paying invoices within the agreed payment term
• Not using the platform for purposes other than those described in the agreement

It Goes Forward targets 99.9% uptime for the Forwarding API and return portal. Planned maintenance is communicated at least 48 hours in advance.

In the event of unplanned downtime, conventional warehouse return processing is not affected. Forwarding is additive to the client's existing return infrastructure.

Response times for support requests:

• Critical issues (platform down): 4 hours
• Standard issues: 1 business day

Pricing consists of (a) a monthly platform fee, and (b) a per-Forward fee charged only when a Forward is successfully completed, meaning a matched return is shipped and a positive or neutral buyer rating is received.

The per-Forward fee is tiered by volume. Current rates are available on our pricing page. Invoices are issued monthly. Payment term: 30 days.

It Goes Forward reserves the right to update pricing with 60 days' written notice.

The client is the data controller. It Goes Forward is the data processor. A GDPR Article 28 compliant Data Processing Agreement (verwerkersovereenkomst) governs the handling of personal data. The DPA is available on request and forms part of the agreement.

See our Privacy Policy for details.

The Forwarding platform, matching algorithm, and all associated software remain the intellectual property of It Goes Forward B.V. The client receives a non-exclusive, non-transferable licence to use the platform during the term of the agreement.

The OpenReturn protocol (openreturn.io) is published under the Apache 2.0 licence and is not subject to these terms.

It Goes Forward's liability is limited to direct damages caused by a demonstrable failure of the platform, up to the amount of fees paid by the client in the three months preceding the claim.

It Goes Forward is not liable for:

• Indirect or consequential damages
• Loss of revenue or profits
• Damages resulting from client or consumer misuse of the platform
• Damages resulting from third-party systems (carriers, payment providers, e-commerce platforms)

The client remains liable for their obligations to consumers under applicable consumer protection law.

The agreement runs on a monthly basis unless a longer term is agreed in writing. Either party may terminate with 30 days' written notice. It Goes Forward may suspend or terminate the service immediately in the event of material breach, non-payment, or misuse.

On termination: access to the platform is revoked, data is exported and deleted within 30 days, and any outstanding invoices become immediately due.

These terms are governed by Dutch law. Disputes are subject to the exclusive jurisdiction of the competent court in Rotterdam, the Netherlands.

Questions about these terms:

It Goes Forward B.V.
Zomerhofstraat 71, Rotterdam
hello@itgoesforward.com