Fulfillment, Shipment & Delivery Policy

Uncalled Innovators (UI) primarily provides digital services (platform access, challenge participation, evaluations) and on-premise services via Infrahub (infrastructure usage at partner facilities). Physical product shipping is generally not required for UI's core activities. This policy explains how “delivery” works for digital services and on-site usage, and sets rules for the rare cases where physical items are shipped (e.g., challenge kits, certificates, merchandise).

This policy applies to:

• Challenge-Solution Module: Access to challenges, digital submissions, evaluations; occasionally physical kits or certificates when expressly offered.
• Infrahub: Booking confirmations and on-premise service delivery at partner locations.
• No Shipping of Equipments: Unless expressly agreed in writing.
• Merchandise/Certificates: Optional physical items expressly advertised as shipped.

• Digital Deliverables: Emails, account activations, licenses/keys, documents, certificates, or reports delivered electronically.
• Physical Items: Any tangible item shipped (e.g., kits, merchandise, printed certificates).
• Booking Confirmation: A written confirmation (email/ in-app) of an Infrahub slot.
• Dispatch: The handover of a physical item to a carrier/courier for delivery.
• Service Window: The scheduled timeframe for on-premise delivery of services (e.g. lab slot).

• By default, UI does not ship equipment, machinery or consumables.
• Infrahub equipment is not movable/shippable by users or partners unless there is explicit mutual consent among UI, the Infrastructure Partner, and the user, confirmed in writing with commercial terms.
• If materials/workpieces/samples must move between parties, the user is responsible for logistics, packaging, and transit insurance unless UI explicitly agrees otherwise in writing.

• Access to challenges, dashboards, and resources is “delivered” when UI sends the activation email or enables the service in your account.
• Typical delivery timelines: within [X hours] after successful payment/registration (unless the program specifies otherwise).
• If you do not receive access within the stated window, contact UI support; UI will verify delivery logs and re-issue access if needed.
• Digital files are considered delivered once successfully transmitted by UI systems (server logs act as proof of delivery).

• “Delivery” occurs as (i) Booking Confirmation and (ii) the completion of service at the partner facility within the agreed Service Window.
• Transport of user samples or outputs is outside UI's scope unless expressly agreed. Responsibility for packing, pickup, and transit rests with the user by default.
• Transport of user samples or outputs is outside UI's scope unless expressly agreed. Responsibility for packing, pickup, and transit rests with the user by default.

UI may ship physical items only when explicitly stated on the relevant program/page. When applicable:

• Dispatch Timeline: Typically [X-Y business days] after order/payment cutoff.
• Shipping Fees: Displayed at checkout/offer; non-refundable once dispatched.
• Carriers & Tracking: UI uses third-party couriers; a tracking ID will be shared where available.
• Address Verification: Users must provide a complete, accurate delivery address and be available to receive the parcel.
• Delivery Attempts: If undelivered after carrier attempts, the parcel may be returned. Re-delivery may incur additional fees.
• Returns/Refusals: Unauthorized refusals or wrong addresses may forfeit shipping fees and may attract restocking/return charges where applicable.

UI/partners will pack items as per reasonable commercial practices. Upon delivery, inspect the parcel before signing (if applicable). If the package appears tampered/damaged, note it with the carrier and contact UI within [48 hours] with photos and the airway bill number.

Report any issues within 3 business days of the delivery date (or expected delivery date if the item is lost in transit). Please provide order details and photos/videos of any damage. UI will work with the carrier to investigate and, at our discretion, may offer a replacement, refund, or credit.

• Title: The title to physical items passes to you upon full payment.
• Risk of loss: The risk transfers to you upon Dispatch (handover to the carrier). Optional insurance, if available, must be requested and paid for by user unless UI expressly includes it.

Unless explicitly stated, UI currently does not offer international shipping. Any exception will specify duties, taxes, customs clearance, and extended timelines, which are the recipient's responsibility.

UI is not liable for delays or failures caused by events beyond its reasonable control (e.g., natural disasters, strikes, carrier disruptions, government actions, connectivity outages).

• Provide accurate delivery/contact details and ensure receipt at the address.
• Provide accurate delivery/contact details and ensure receipt at the address.
• Arrange transit logistics for your own materials/samples unless otherwise agreed in writing.

UI may update this policy periodically. Continued use of UI services after changes constitutes acceptance. For questions, see Contact Us.