Book Me Bob Services Agreement

Last Updated: 03-Nov-2019

This Book Me Bob Service Agreement (herein after referred to as “Agreement”) is a legal document that describes the terms and conditions between Myma Digital Limited (Book Me Bob), company number 7477418 (hereinafter referred to as “Book Me Bob”, “us”, our or “we”) and the entity or person (hereinafter referred to as “Business” “you”, or “user”) who is registered on the Book Me Bob Account page to receive Artifical Intelligence (AI) driven Digital Assistant, managed Chat and other business services that may be offered by Book Me Bob and its affiliates (each, a “Service”).

If you do not understand any of the terms of this Agreement, please contact us before using the Services.

You may not access or use any Services unless you agree to abide by all of the terms and conditions in this Agreement.

This Agreement provides a general description of the Services Book Me Bob may provide to you, including Managed Chat on your website.

Before using the Services, you must Sign Up with Book Me Bob by filling a paper based Order form or an online Sign-Up form and agree to terms and conditions of this agreement.

Service Description | Use of Service | Pricing and Payments | Privacy and Data | Additional Legal Terms

Service Description

Managed Chat Service

Book Me Bob will provide online Chat Services to the website visitors who are visiting the business website and will handle their Queries, Requests, bookings and/or Complaints.

Hours of Operations:

The hours of operation are 24x7, 7 days a week, and 365 days a year for the service. Any changes to time windows or non-availability will be communicated to the business at least 2 days in advance.

Training and Knowledge Management

The business will disseminate all information relevant to manage the stated processes, to Book Me Bob. The business will also provide scripts (hereinafter referred to as responses) to Book Me Bob in a single digital copy covering relevant FAQs, customer responses, etc. Book Me Bob in turn is responsible for ensuring the responses are played back to the customer when a question is asked online by the customer.

Reports

Book Me Bob will provide access to all the chat transcript, along with usage reports in a standard format

Key Performance Indicators (KPIs) and Service Levels

The following performance parameters will be used to measure Performance on monthly basis. 

  • SLA: Chat will be answered within 30 Seconds

  • AL% (Answering Level) – 98% of the overall Chat will be answered.

  • AHT (Average Handling Time) – As Agreed and basis benchmarking done considering type of Business.

Your Relationship with Your Customers

You know your Customers better than we do, and you are responsible for your relationship with them. Book Me Bob is not responsible for the products or services you publicize or sell, or that your Customers purchase through the Managed Chat Service. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers. You are solely responsible for any losses you incur due to service issue with your Customer.

Use of Service

Access and the Use of Services

Book Me Bob Services are exclusively designated for business use and must be used only in accordance with their purpose, application and this Terms and Conditions.
Book Me Bob Services can be accessed solely by logging on a particular website.
Every Business is assigned a particular password and login (or other credentials) which must not be used by third parties without the Business’s explicit consent. The Business is solely responsible for keeping and proper protection of his password and login (credentials).
The Business undertakes to use the Services in accordance with their use, purpose and in a manner consistent with both these Terms and Conditions and provisions of currently effective law.
The Business bears full responsibility for all contents, responses, and entries added in connection with the use of offered Services.
The Business understands and has become familiar with the technical requirements necessary to use the Services and has no objections in respect thereof. The Business is aware of risk and threats connected with electronic data transmission.
Book Me Bob reserves the right to access Customer accounts for the technical and administrative purposes and for security reasons. The obtained information in such a manner shall not be processed or made available to any third parties unless required by the Customer or the provisions of law.

 

Acceptable Use Policy

This Acceptable Use Policy applies to Book Me Bob Services accessible through www.bookmebob.com, mobile versions and successors URLs related to the domain or subdomain.
To ensure proper and fluent functioning of the system we hereby declare that business shall not misuse the Book Me Bob Services and product. 
Consequently, the business agrees not to:

  • hinder the functioning of the Services especially in the form of reverse engineering or hacking the Services, attempting to gain unauthorized access to the Services (or any portion thereof) or related systems, networks or data,

  • use the Services in a way contradictory to this Terms and Conditions and causing a real danger for Book Me Bob

  • misrepresent or mask the origin of any data, content or other information you submit for example by "spoofing", "phishing", manipulating headers or other identifiers, impersonating anyone else or access the Services via another Customer’s account without their permission,

  • use the Services in a way which violates the rights of other individuals or laws,

  • promote or advertise products or services different from the one belonging to the business without legal basis,

  • allow or encourage anyone else to commit any of the actions listed above.

As a condition of using the Services the business shall (a) as required by applicable law, provide notice to its customers (End-users) and obtain consent if required for use of Book Me Bob Services.

All information, data, text, software, graphics, commentary, video, messages, or any other materials submitted by using the Service, (collectively, "Data"), is the sole responsibility of the person from whom such Data originated. The business is wholly responsible for all download, uploaded or otherwise transmitted via any of the Services.

The Customer acknowledges and agrees that the Company may engage Sub-processors in connection with the provision of the Services, including without limitation the Processing of the Customers Personal Data.

Pricing and Payments

Pricing

Book Me Bob will provide the Services to you at the rates and for the fees (“Fees”) described in the Fee Schedule, linked here and incorporated into this Agreement. The Fees include setup, monthly subscription fee and charges for leads and bookings. We may revise the Fees at any time. However, we will provide you with at least 30 days’ advance notice before revisions become applicable to you (or a longer period of notice if this is required by applicable Law).

You are also obligated to pay all taxes, fees and other charges (“Taxes”) imposed by any governmental authority, including without limitation any value added tax, goods and services tax, provincial sales tax and/or harmonized sales tax on the Services provided under this Agreement. If you are tax-exempt, you will provide us with an appropriate certificate or other evidence of tax exemption that is satisfactory to us.

Additional and Resource Costs

Book Me Bob quotes include our fee only. Any and all outside costs will be billed to the Client unless specifically otherwise provided for in the quote. These include services such as specialised setup, persona development, and scriptwriting.

We will endeavour to disclose any additional costs at the earliest possible opportunity. This almost always happens during the initial quoting period, though third parties may increase fees without warning.

Invoices

Invoices are raised for month’s service in advance on the day you billing starts. Payment is due within 7 days. If you have you credit card or bank account on file, it will be debited when the invoice is raised.

If for whatever reason you are unable to pay your invoice in full, please contact us in writing at your earliest opportunity to arrange for a payment schedule to be put in place.  

Overdue payments later than 28 days will result in pausing the facility. 

Overdue payments later than 56 days old will result in a 10% immediate interest penalty and will then accrue a further 10% per month until the invoice is cleared.  

If your account remains unpaid after 90 days it will automatically be sent to debt recovery (unless an arrangement for payment has been made with the accounts receivable team)

If your account is sent to debt recovery all costs in relation to the collection of overdue accounts will be added to your account.

If your account is overdue for longer than 90 days, we reserve the right to retain control of any and all accounts created and managed on behalf of your business until the amount is paid in full.

Direct Debits or Credit Card Authority

You agree to sign a Direct Debit or Credit Card Authority with Book Me Bob, allowing Book Me Bob to debit any outstanding fees on the invoice date.

Term and Termination

This Agreement is effective upon the date you first access or use the Services and continues until terminated by you or Book Me Bob. You may terminate this Agreement by giving us 30 days written notice. We may terminate this Agreement or close the Service at any time for any reason by providing you Notice.

Upon termination, you understand and agree that you are still liable to us for any Fees or fines, or other financial obligation incurred by you or through your use of the Services prior to termination.

Privacy and Data

Your Company Data

We will retain your company details and knowledge base for the purposes of communication and provide service to your customers. 

Unless expressly authorised in writing, we will not give access to your details to any third party. 

Rights in Customer Data

The business retains all rights to Customer Data. Business grants Book Me Bob a non-exclusive, worldwide, royalty-free right and license to collect, use, copy, store, transmit, modify, and create derivative works of the Business Data solely to the extent necessary to provide the Book Me Bob Service and related services to the Business and its Customers.

Aggregate/Anonymous Data.

“Aggregate/Anonymous Data” means: (i) data generated by aggregating Customer Data with other data so that results are non-personally identifiable with respect to Business or its Customers; and (ii) learnings, logs, and data regarding use of the Book Me Bob Service.

Business agrees that Book Me Bob will have the right to generate Aggregate/Anonymous Data and that Aggregate/Anonymous Data is Book Me Bob property, which Book Me Bob may use for any business purpose during or after the term of this Agreement (including without limitation to develop and improve Book Me Bob’s products and services and to create and distribute reports and other materials). For clarity, Book Me Bob will only disclose Aggregate/Anonymous Data externally in a de-identified (anonymous) form that does not identify Business, or its Customers, and that is stripped of all persistent identifiers (such as device identifiers, IP addresses, and cookie IDs).

 

Business is not responsible for Book Me Bob’s use of Aggregate/Anonymous Data.

 

Privacy

Protection of Personal Data is very important to us. Our Privacy Policy explains how and for what purposes we collect, use, retain, disclose, and safeguard the Personal Data you provide to us. You agree to review the terms of our Privacy Policy, which we update from time to time.

Use of Logo and Name

You allow Book Me Bob to use your name and logo on the website or other marketing material demonstrating you as Book Me Bob's client 

Additional Legal Terms

Disclosures and Notices; Electronic Signature Consent

Consent to Electronic Disclosures and Notices: By Signing Up to Book Me Bob Services, you agree that such Sign Up constitutes your electronic signature, and you consent to the electronic provision of all disclosures and notices from Book Me Bob (“Notices”), including those required by Law. You also agree that your electronic consent will have the same legal effect as a physical signature.

Methods of Delivery: You agree that Book Me Bob can provide Notices regarding the Services to you through our website, or by mailing Notices to the email or physical addresses as provided during the Sign-Up process or updated later. Notices may include notifications about your Agreement, changes to the Services, or other information we are required to provide to you. You also agree that electronic delivery of a Notice has the same legal effect as if we provided you with a physical copy. We will consider a Notice to have been received by you within 24 hours of the time a Notice is either posted to our website or emailed to you.

Requirements for Delivery: It should come as no surprise to you that you will need a computer or mobile device, Internet connectivity, and an updated browser to review the Notices provided to you. If you are having problems viewing or accessing any Notices, please Contact Us and we can find another means of delivery.

Withdrawing Consent: Due to the nature of the Services, you will not be able to begin using the Services without agreeing to electronic delivery of Notices. However, you may choose to withdraw your consent to receive Notices electronically by terminating your Service with us.

 

Right to Amend

We have the right to change or add to the terms of this Agreement at any time, and to change, delete, discontinue, or impose conditions on use of the Services by posting such changes on our website or any other website we maintain or own. We may provide you with Notice of any changes via email, or through other means. Your use of the Services, after a change has taken effect constitutes your acceptance of the terms of the modified Agreement. You can access a copy of the current terms of this Agreement on our website at any time. You can find out when this Agreement was last changed by checking the “Last Updated” date at the top of the Agreement.

Assignment

You may not assign this Agreement, any rights granted in this Agreement to others without our prior written consent. If you wish to make such an assignment, please contact us. If we consent to the assignment, the assignee agrees to assume all of your rights and obligations owed by you related to the assignment and must agree to comply with the terms of this Agreement. Book Me Bob may assign this Agreement without your consent or any other restriction. If we make an assignment, we will provide reasonable Notice to you.

 

Ownership of Book Me Bob IP

Book Me Bob or its licensors exclusively own all rights, title, and interest in the patents, copyrights (including rights in derivative works), moral rights, rights of publicity, trademarks or service marks, logos and designs, trade secrets, and other intellectual property embodied by, or contained in the Services, Reports, and Documentation (collectively, “Book Me Bob IP”) or any copies thereof. Book Me Bob reserves all rights in Book Me Bob IP not expressly granted to you in this Agreement.

You may choose to or we may invite you to submit comments or ideas about improvements to the Service, or any other component of our products or services (“Ideas”). If you submit an Idea to us, we will presume that your submission was voluntary, unsolicited by us, and delivered to us without any restrictions on our use of the Idea. You also agree that Stripe has no fiduciary or any other obligation to you in connection with any Idea you submit to us and that we are free to use your Ideas without any attribution or compensation to you.

 

Force Majeure

Neither party will be liable for any delays in service or other non-performance caused by telecommunications, utility, failures, or equipment failures; labour strife, riots, war, or terrorist attacks; non performance of our vendors or suppliers, fires or acts of nature; or any other event over which the respective party has no reasonable control.

Individual Traders

If you are using Services as a sole proprietor, please keep in mind that the Law and the terms of this Agreement consider you and your business to be legally one and the same. You are personally responsible and liable for your use of the Services, payment of Fees, Fines, losses based on Disputes or fraud, or for any other amounts you owe under this Agreement

Representations and Warranties

By accepting the terms of this Agreement, you represent and warrant that: (a) you are eligible to Sign Up and use the Services and have the authority to execute and perform the obligations required by this Agreement; (b) any information you provide us about your business, products, or services is accurate and complete; (c) you will fulfil all of your obligations to Customers and will resolve all Disputes with them

No Warranties

We provide the services and Book Me Bob IP “As Is” and “As Available”. No data, documentation or any other information provided by Book Me Bob or obtained by you from or through the services creates or implies any warranty from Book Me Bob to you.

Book Me Bob disclaim any knowledge of, and do no guarantee: (a) the accuracy, reliability, or correctness of information provided throughout the services; (b) that the service will meet your specific business needs or requirements; (c) that the services will be available at any particular time or location, or will function in an uninterrupted manner or be secure.

To the extent that you acquire goods or services from Book Me Bob as a consumer within the meaning of the New Zealand Consumer Guarantees Act 1993, you have certain rights and remedies (including consumer guarantee rights) that cannot be excluded, restricted or modified by agreement.

Limitation of Liability

Under no circumstances will Book Me Bob be responsible or liable to you for any indirect, punitive, incidental, special, consequential, or exemplary damages resulting from your use or inability to use the Services or for the unavailability of the Services, for lost profits or property damage, or for any other damages arising out of, in connection with, or relating to this Agreement or your use of the Services.

You agree to limit any additional liability not disclaimed or denied by Book Me Bob under this Agreement to your direct and documented damages; and you further agree that under no circumstances will any such liability exceed in the aggregate the amount of Fees paid by you to Book Me Bob during the three-month period immediately preceding the event that gave rise to your claim for damages.