The Customer Agreement serves as the primary contractual document governing the relationship between businesses and their customers in India. This agreement is essential for any business providing goods or services to customers, whether in B2C or B2B contexts. The document is structured to comply with Indian legislation, particularly the Indian Contract Act, 1872, and the Consumer Protection Act, 2019, while also considering modern business practices and digital commerce requirements. It includes comprehensive terms covering service delivery, payment terms, warranties, liability limitations, and dispute resolution mechanisms. The Customer Agreement is particularly important in the Indian context due to specific consumer protection regulations and the need to address unique market conditions and legal requirements in the jurisdiction.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and registration numbers
2. Background: Context of the agreement and brief description of the business relationship
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of products/services to be provided under the agreement
5. Term and Termination: Duration of the agreement and conditions for termination
6. Payment Terms: Pricing, payment schedule, invoicing, and payment methods
7. Rights and Obligations: Detailed responsibilities and obligations of both parties
8. Representations and Warranties: Statements of fact and promises made by both parties
9. Limitation of Liability: Extent and limitations of each party's liability
10. Confidentiality: Protection and handling of confidential information
11. Dispute Resolution: Process for resolving disputes, including jurisdiction and governing law
12. Force Majeure: Provisions for unforeseen circumstances affecting performance
13. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment
1. Data Protection: Required when personal data is collected or processed, detailing compliance with privacy laws
2. Intellectual Property Rights: Include when IP is created, used, or licensed as part of the services
3. Service Level Agreement: Required for technical or ongoing services with specific performance metrics
4. Change Control: Include for agreements where scope or specifications may need modification during the term
5. Insurance: Required when specific insurance coverage needs to be maintained by either party
6. Compliance with Laws: Include when specific regulatory compliance obligations need to be addressed
7. Training and Support: Required when the agreement includes provision of training or ongoing support services
8. Territory Restrictions: Include when services are limited to specific geographic areas
1. Schedule 1 - Service Specifications: Detailed technical specifications of products/services
2. Schedule 2 - Pricing Schedule: Detailed pricing structure, rates, and any volume discounts
3. Schedule 3 - Service Levels: Performance metrics, response times, and quality standards
4. Schedule 4 - Data Processing Terms: Specific terms related to handling of personal data
5. Schedule 5 - Contact Details: Key contact persons and escalation matrix
6. Appendix A - Required Forms: Standard forms for ordering, change requests, or service notifications
7. Appendix B - Technical Requirements: Customer's technical requirements or specifications
8. Appendix C - Compliance Checklist: Regulatory compliance requirements and certifications
Authors
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Software and Technology
Professional Services
Manufacturing
Telecommunications
Financial Services
Healthcare
Education
Hospitality
Consumer Goods
Digital Services
Relevant Teams
Legal
Commercial
Sales
Customer Service
Operations
Compliance
Risk Management
Business Development
Account Management
Contract Administration
Relevant Roles
Legal Counsel
Commercial Director
Business Development Manager
Customer Service Manager
Operations Manager
Compliance Officer
Contract Administrator
Sales Director
Account Manager
Risk Manager
General Manager
Chief Executive Officer
Chief Legal Officer
Chief Commercial Officer
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