The Customer Agreement serves as the primary contractual document governing the relationship between businesses and their customers in the Philippines. This document is essential for any business providing goods or services to customers, whether individuals or organizations, and must comply with Philippine regulations, particularly the Consumer Act, Data Privacy Act, and E-commerce laws. The agreement is designed to protect both parties' interests while ensuring transparency in business transactions. It typically includes detailed terms covering service delivery, payment terms, warranties, liability limitations, and dispute resolution mechanisms, all aligned with Philippine legal requirements. The Customer Agreement should be regularly reviewed and updated to reflect changes in business practices and regulatory requirements, making it a crucial document for risk management and customer relationship governance.
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1. Parties: Identification of the business entity and customer, including complete legal names and addresses
2. Background: Brief context of the agreement and the business relationship
3. Definitions: Key terms used throughout the agreement
4. Services or Products: Detailed description of products/services being provided
5. Pricing and Payment Terms: Pricing structure, payment methods, and terms
6. Term and Termination: Duration of agreement and conditions for termination
7. Customer Obligations: Customer responsibilities and commitments
8. Provider Obligations: Company's commitments and service standards
9. Data Privacy and Protection: Compliance with Data Privacy Act and data handling procedures
10. Warranties and Representations: Standard warranties as required by Consumer Act
11. Limitation of Liability: Scope and limits of company liability
12. Dispute Resolution: Process for handling disagreements and jurisdiction
13. General Provisions: Standard boilerplate clauses including notices, amendments, and governing law
1. Intellectual Property Rights: Include when the service involves software, content, or IP licenses
2. Service Level Agreement: Add for technical or ongoing services with specific performance metrics
3. Confidentiality: Include when sensitive information will be shared
4. Insurance Requirements: Add for high-risk services or products
5. Force Majeure: Include for long-term agreements or services dependent on external factors
6. Compliance with Anti-Money Laundering: Add for financial services or high-value transactions
7. Electronic Commerce Terms: Include for online services or digital product delivery
1. Schedule A - Product/Service Specifications: Detailed technical specifications or service descriptions
2. Schedule B - Price List: Detailed pricing information, including any tiered pricing or special rates
3. Schedule C - Service Levels: Specific performance metrics and service standards
4. Schedule D - Privacy Policy: Detailed data handling and privacy procedures
5. Appendix 1 - Customer Support Procedures: Support contact details and escalation procedures
6. Appendix 2 - Acceptable Use Policy: Guidelines for appropriate use of services or products
7. Appendix 3 - Return and Refund Policy: Procedures for returns, refunds, and cancellations as required by Consumer Act
Authors
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Technology Services
Financial Services
Telecommunications
Healthcare
Professional Services
Manufacturing
Consumer Goods
Education
Hospitality
Digital Services
Utilities
Relevant Teams
Legal
Compliance
Customer Service
Sales
Operations
Risk Management
Business Development
Contract Administration
Customer Experience
Account Management
Product Management
Commercial
Relevant Roles
Legal Counsel
Compliance Officer
Customer Service Manager
Sales Director
Operations Manager
Risk Manager
Business Development Manager
Contract Administrator
Chief Legal Officer
Customer Experience Director
Account Manager
Product Manager
General Manager
Chief Operations Officer
Chief Commercial Officer
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