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CustomerLab

SERVICE AGREEMENT


This Service Agreement (“Agreement”) is entered into between:

CustomerLab Subscription, a brand of CustomerLab,
having its registered office at:
16192, Coastal Highway, Lewes, Delaware - 19958, Sussex, United States
and its India office at:
405, Gala Empire, Opp. Doordarshan TV Tower, Thaltej, Ahmedabad, Gujarat, India – 380058
(“Hintonn”, “Provider”, “We”, “Us”, or “Our”),

AND

The Client identified during the subscription process (“Client”, “You”, or “Your”).

Effective Date: The date of subscription commencement.

 

1. DEFINITIONS

  • “Services” refers to AI-based customer communication solutions offered by CustomerLab including AI Customer Care, AI Call Centre, IVR System, CRM Integration, WhatsApp Automation, and other associated digital products.

  • “Subscription Plans” refer to tiered service packages as listed on Hintonn’s website or order form.

  • “Deployment Period” refers to the initial 1–4 week development and deployment phase during which no service fee is charged.

  • “Agreement Term” refers to the duration for which the subscription remains active and paid.

 

2. SERVICES PROVIDED

CustomerLabagrees to deliver the services outlined in the selected subscription plan, which may include:

  • 24/7 AI customer care and chatbot

  • Custom AI Knowledgebase development

  • Multilingual support (100+ languages)

  • CRM integration

  • AI voice calling and IVR services

  • Call center operations including voice cloning and routing

  • WhatsApp integration and campaign tools

All services are developed and deployed under the Client's brand and connected to the Client’s domain.

 

3. SUBSCRIPTION AND PAYMENT TERMS

  • Services are offered on a monthly subscription basis.

  • All subscription fees are payable in advance at the beginning of each billing cycle.

  • CustomerLaboffers a free one-month service within the first year to compensate for the development and deployment phase.

  • The development period (1–4 weeks) is not chargeable and is considered part of the onboarding.

  • The Client agrees to pay applicable taxes, including GST as per jurisdiction (e.g., 18% GST in India).

  • Subscription plans include Quarterly Knowledgebase Upgrades and free version upgrades as part of ongoing support.

 

4. TERM AND TERMINATION

  • This Agreement shall remain in effect until terminated by either party in accordance with this clause.

  • The Client may terminate the subscription at any time with written notice, effective at the end of the current billing cycle.

  • CustomerLabmay terminate the Agreement for non-payment or breach with 15 days’ notice.

  • Upon termination, all access to CustomerLabservices will cease at the end of the billing period. No partial refunds shall be issued except under Section 8.

 

5. CLIENT RESPONSIBILITIES

  • Provide accurate and complete business information for custom AI training.

  • Ensure domain connectivity and timely review/approval of deployed systems.

  • Not misuse CustomerLabsystems in violation of applicable laws or ethical standards (e.g., hate speech, spam, or harassment).

 

6. INTELLECTUAL PROPERTY

  • All AI systems are deployed under the Client’s brand but are developed and owned by Hintonn.

  • The Client retains ownership of all proprietary business data used for training.

  • CustomerLabretains rights to its software, AI models, tools, and methodologies.

  • Any voice cloning services are executed under the Client’s express permission and are licensed for use only within Hintonn’s ecosystem.

 

7. DATA PRIVACY & SECURITY

  • CustomerLabfollows strict data protection practices in accordance with GDPR, HIPAA, and other applicable standards.

  • Client and end-user data is stored securely and not sold or disclosed to third parties without consent.

  • CustomerLabemploys encryption, access control, and audit logs to safeguard information.

 

8. REFUND POLICY

  • Subscription fees are non-refundable except in the following cases:

    • Failure by CustomerLabto deploy the service within 6 weeks of receiving full information.

    • Erroneous or duplicate billing by Hintonn.

  • Refunds, if any, will be processed within 7–14 business days of approval.

 

9. WARRANTIES AND DISCLAIMERS

  • CustomerLabwarrants that the services shall operate substantially as described.

  • CustomerLabdoes not guarantee uninterrupted service but commits to high availability (typically 99.5% uptime).

  • Except as expressly provided, CustomerLabdisclaims all warranties, including merchantability or fitness for a particular purpose.

 

10. LIMITATION OF LIABILITY

  • CustomerLabshall not be liable for indirect, incidental, consequential, or punitive damages.

  • Total liability under this Agreement shall not exceed the fees paid by the Client in the last three (3) months.

 

11. GOVERNING LAW & DISPUTES

  • This Agreement shall be governed by the laws of the State of Delaware, United States, unless otherwise required by the Client’s local laws.

  • Any disputes shall first be addressed through mediation. If unresolved, disputes will be submitted to the appropriate court in Delaware, USA.

 

12. ENTIRE AGREEMENT

This document constitutes the entire agreement between the parties and supersedes any prior communication, proposal, or agreement.

 

13. CONTACT

If you have questions regarding this Agreement, please contact:

📧 Email: connect@customerlab.in
📞 Phone: +91 98983 95858
🌐 Website: www.customerlab.in

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