Terms of Service & Operational Policies

Last updated: 19th of February of 2026

These Terms of Service & Operational Policies describe the role of E-CROSS SOLUÇÕES DE TECNOLOGIA CROSS BORDER LTDA and/or its affiliated entities, jointly referred to as “e-CROSS,” “we,” “us,” or “our,” in connection with cross-border ecommerce operations, payment processing, logistics support, and related services provided to international brands, merchants, marketplaces, and ecommerce platforms.

This page is intended to provide public information about e-CROSS’ business model, our role as a Merchant of Record and/or operational service provider, and the general policies applicable to payments, shipping, returns, refunds, and consumer support flows.

1. About e-CROSS

e-CROSS is a technology and services company focused on enabling international brands and merchants to sell products through cross-border direct-to-consumer ecommerce operations into Latin America and other supported markets.

Depending on the commercial arrangement, e-CROSS may provide services including, but not limited to:

Merchant of Record services;
Local payment processing support;
Payment split and reconciliation;
Cross-border logistics coordination;
Customs documentation support;
Catalog and pricing localization;
Marketplace and ecommerce platform operational support;
Reverse logistics and returns coordination.

e-CROSS’ role may vary depending on the brand, country, sales channel, marketplace, ecommerce platform, and contractual arrangement applicable to each operation.

2. Scope of this website

The website https://e-cross.tech is a corporate and institutional website operated by e-CROSS.

This website does not operate as a direct-to-consumer online store and does not display product catalogs, shopping carts, or consumer checkout flows.

The products sold by the brand or merchant, client of e-CROSS, are generally sold through:

The international brand’s own ecommerce store;
A marketplace;

Therefore, product-specific terms, prices, delivery estimates, refund conditions, and return instructions are displayed at the sales channel where the consumer completes the purchase.

3. e-CROSS as Merchant of Record

e-CROSS acts as Merchant of Record for international brands and merchants selling products into supported countries and channels.

When acting as Merchant of Record, e-CROSS is responsible for receiving local payments related to consumer purchases, coordinating payment flows, executing payment splits, paying applicable operational costs, taxes, logistics costs, marketplace fees, ecommerce platform fees, payment gateway fees, and remitting net amounts to the applicable international brand or merchant.

e-CROSS may perform these activities directly or through authorized third-party service providers, including payment gateways, payment processors, acquirers, marketplaces, logistics operators, customs brokers, warehouses, technology providers, foreign exchange providers, remittance providers, and other partners required to support the transaction and related operational flows.

Because of this, consumers may see e-CROSS or an e-CROSS-related text or identification in payment records, invoices, payment descriptors, receipts, or other transaction-related documents.

This does not mean that the product was manufactured, owned, or branded by e-CROSS. The product is sold by the applicable international brand or merchant, always.

4. Products and sales channels

The products sold through operations supported by e-CROSS are provided by the brands or merchants, clients of e-CROSS.

e-CROSS is not the manufacturer, brand owner, or intellectual property owner of the products sold through the supported channels.

The applicable brand or merchant is responsible for product information, including, where applicable:

Product descriptions;
Product images;
Technical specifications;
Product availability;
Product warranties;
Product quality;
Product compliance information;
Product-specific restrictions.

e-CROSS may support catalog localization, pricing localization, payment processing, logistics documentation, and operational workflows, but product-specific responsibility remains with the applicable brand or merchant.

5. Payments

Depending on the sales channel and country, e-CROSS may support local payment methods and local currency payment processing for cross-border ecommerce transactions.

Payments may be processed through third-party payment gateways, payment processors, acquiring institutions, marketplaces, or other financial service providers.

When e-CROSS acts as Merchant of Record, e-CROSS may receive transaction amounts locally and allocate such amounts among the parties and costs involved in the transaction, including, where applicable:

Product amounts payable to the brand or merchant;
Taxes, duties, and import-related charges;
Logistics and fulfillment costs;
Marketplace fees;
Ecommerce platform fees;
Payment processing fees;
e-CROSS service fees;
Other operational costs related to the transaction.

Payment approval, refusal, cancellation, chargeback, settlement timing, and payment method availability may depend on the payment gateway, marketplace, financial institution, card issuer, anti-fraud provider, or other third-party service provider involved in the transaction.

6. Shipping and delivery

Shipping and delivery conditions may vary depending on the brand, product, country, sales channel, logistics provider, customs process, and delivery method selected or made available at checkout.

Delivery estimates displayed at checkout or on the applicable sales channel are generally based on the logistics provider, country of origin, destination country, customs clearance process, flight availability, last-mile delivery provider, and other operational factors.

e-CROSS may coordinate or support parts of the logistics process, including:

Cross-border logistics orchestration;
Customs documentation;
Shipping labels;
Commercial invoices;
Tracking and operational monitoring;
Communication with logistics partners;
Support to brands and merchants regarding delivery exceptions.

Delivery delays may occur due to factors outside e-CROSS’ direct control, including but not limited to customs inspections, customs authority decisions, incomplete consumer information, failed delivery attempts, strikes, weather events, peak seasons, changes in regulation, logistics provider delays, force majeure events, or actions by third parties.

Where applicable, the delivery terms shown on the brand’s store, marketplace page, checkout page, or order confirmation page shall apply to the consumer purchase.

7. Customs, duties, and taxes

Cross-border purchases may be subject to customs duties, import taxes, local taxes, fees, and other charges, depending on the destination country and applicable legislation.

Depending on the operation, these amounts may be included in the final price paid at checkout or may be handled according to the rules displayed by the applicable brand, marketplace, or sales channel.

e-CROSS may support the calculation, collection, documentation, and payment of duties, taxes, and operational charges when required for the execution of the cross-border transaction.

Customs authorities may inspect, hold, reclassify, reject, or require additional processing for shipments. Such decisions are made by the competent authorities and may affect delivery timelines.

8. Returns and refunds

Return and refund conditions may vary depending on the brand, merchant, marketplace, country, product type, applicable consumer protection law, and the sales channel where the purchase was made.

The valid return and refund rules are the ones presented to the consumer by the applicable sales channel where the purchase occurred, including the brand’s ecommerce store, marketplace page, checkout page, order confirmation page, help center, or other consumer-facing policy made available at the time of purchase.

Consumers should initiate return or refund requests through the customer support channel of the store, marketplace, or brand from which the product was purchased.

When applicable, e-CROSS may support the brand, merchant, marketplace, or sales channel in operationalizing the execution of the return and refund process through authorized third-party partners, including logistics operators, warehouses, payment gateways, payment processors, acquirers, refund processors, marketplaces, customer support tools, and other providers involved in the transaction.

Depending on the operation, return instructions may include:

A return shipping code;
A drop-off point;
A return address;
Marketplace return instructions;
Brand-specific customer service procedures;
Additional information required by the applicable logistics or payment provider.

9. Consumer support

Consumer support is provided by the brand, merchant, marketplace, or sales channel where the purchase was made.

If a consumer contacts e-CROSS directly because e-CROSS appears as Merchant of Record, payment recipient, payment descriptor, or operational provider, e-CROSS may collect the relevant information and redirect or coordinate the request with the appropriate brand, merchant, marketplace, logistics provider, or support team.

e-CROSS will use reasonable efforts to support the routing and handling of the request according to the applicable operation and contractual responsibilities.

10. Third-party providers

e-CROSS works with third-party providers to perform certain parts of the cross-border ecommerce operation.

These providers may include:

Payment gateways;
Payment processors;
Acquirers;
Anti-fraud providers;
E-commerce platforms;
Marketplaces;
Logistics operators;
Customs brokers;
Warehouses;
Fulfillment providers;
Technology providers;
Customer support tools;
Foreign exchange and remittance providers.

The availability, timing, approval, execution, or performance of certain services may depend on these third-party providers and on applicable laws and regulations.

11. Limitation of role

Unless expressly stated otherwise in a specific agreement, policy, or applicable law, e-CROSS is not responsible for:

Manufacturing products;
Designing products;
Product defects caused by the manufacturer or brand;
Product warranties offered by the brand or manufacturer or marketplace;
Product information supplied by the brand or merchant;
Consumer claims that must be handled by the applicable brand, merchant or marketplace;
Delays caused by customs authorities, logistics providers, consumers, marketplaces, or other third parties outside e-CROSS’ reasonable control.

This limitation does not affect any mandatory rights consumers may have under applicable consumer protection laws.

12. Business clients and merchants

Brands, merchants, marketplaces, and business partners that contract e-CROSS’ services may be subject to separate commercial agreements, service agreements, operational guides, onboarding documents, service level agreements, and other contractual documents.

In case of conflict between this public page and a specific written agreement executed between e-CROSS and a business client, the executed agreement shall prevail between the parties, unless otherwise required by applicable law.

13. Privacy and personal data

e-CROSS may process personal data as necessary to provide its services, support transactions, coordinate logistics, process payments, handle support requests, comply with legal obligations, prevent fraud, and perform operational activities related to cross-border ecommerce.

Personal data is processed in accordance with applicable data protection laws.

14. Contact

For questions related to e-CROSS’ role, payment identification, Merchant of Record operations, or transaction support, please contact:

E-CROSS SOLUÇÕES DE TECNOLOGIA CROSS BORDER LTDA
CNPJ: 48347098000184
Address: Avenida Presidente Juscelino Kubitschek, 1455, 4º andar, 04543-011, Vila Nova Conceição, São Paulo / SP, Brazil
contact@e-cross.tech
https://e-cross.tech

15. Updates to this page

e-CROSS may update these Terms of Service & Operational Policies from time to time to reflect changes in our services, operations, legal requirements, or business model.

The latest version will be made available on this page.