Terms of Service

Last updated: [date]

⚠ Draft, not yet legal-reviewed. This reflects the actual commercial terms already agreed for DolveCRM (payment split, code ownership, hosting), in the standard structure most SaaS terms of service use. Fields marked like this need real business details before this is published or relied on as a binding contract. Have a lawyer review it before it goes live.

1. Acceptance of these terms

These terms govern the engagement between [Company legal name] ("we," "us," "our") and the business ("you," "the client") that engages us to set up and run DolveCRM. By signing an engagement with us, or by using the system once it's live, you agree to be bound by these terms. If you don't agree, don't engage us or use the system.

2. Definitions

"DolveCRM" / "the system" — the WhatsApp-based booking, reminder, follow-up and feedback software we build and configure for you.
"Engagement" — the specific project agreed with you, covering scope, pricing and timeline.
"Acceptance test" — the on-site verification described in Section 4, run on your real booking data before final payment is due.
"End users" — your patients, clients, members or customers who interact with the system over WhatsApp or a booking page.

3. What DolveCRM does

DolveCRM is a customer recovery layer that integrates with the booking or management system you already use. It handles WhatsApp-based booking, automated reminders, follow-up on unbooked or lapsed enquiries, post-visit feedback collection, and escalation of issues to your staff. It does not replace your existing scheduling or records system.

4. Payment

30% of the agreed price is due upfront to begin setup
The remaining 70% is due only after an on-site acceptance test at your premises passes, and you've signed off on it
There is no per-seat fee and no recurring subscription charge for the software itself
Pricing is agreed per business based on scope, and confirmed in writing before work begins

5. Code ownership

Once the final payment is made, you own the code built for your deployment. We don't hold it hostage behind an ongoing subscription. You're free to have it maintained by us, by your own team, or by anyone else afterward.

6. Setup and onboarding

We handle initial setup, including WhatsApp Business connection and tooling configuration (typically 1 to 3 business days), and provide onboarding for your staff. The acceptance test referenced in Section 4 runs on your real booking data before final payment is due.

7. Ongoing support

Ongoing support is included as agreed at the time of engagement. What "ongoing support" covers, and for how long, should be confirmed in writing per engagement, since it isn't a fixed subscription with a fixed scope.

8. Your responsibilities

Provide accurate business information (doctor/staff schedules, service categories, business hours) for the system to work correctly
Maintain your own WhatsApp Business account in good standing with Meta's policies
Obtain any consent required from your patients, clients, or members to be contacted, in line with applicable data protection law
Use the system for its intended purpose, and not to send unsolicited bulk messages or content that breaches WhatsApp's or Meta's own policies

9. Confidentiality

Business information you share with us to configure the system (schedules, service lists, pricing, internal processes) is used only to deliver the engagement. We won't disclose it to third parties except where needed to operate the service (for example, hosting or WhatsApp infrastructure providers) or where required by law.

10. Data and privacy

How personal data is collected, stored, and used is covered in our Privacy Policy. Data is hosted in Malaysia in line with the PDPA.

11. Service availability

We aim to keep the system running reliably, but like any software service, occasional downtime for maintenance or issues outside our control (WhatsApp/Meta outages, hosting provider issues) can occur. We'll notify you of planned maintenance where practical.

12. Limitation of liability

DolveCRM helps recover enquiries and follow-ups that might otherwise be missed, but we don't guarantee a specific number of recovered patients, clients, or members, or a specific revenue outcome. To the extent permitted by law, we aren't liable for indirect or consequential losses, and our total liability under an engagement is limited to fees actually paid for that engagement.

13. Indemnification

You agree to hold us harmless from claims arising out of your misuse of the system, your breach of these terms, or your failure to obtain consent required from your end users, to the extent that claim results from something outside our control as the service provider.

14. Termination

Either party may end the engagement with reasonable written notice. Fees already due for work completed (including the acceptance-test milestone) remain payable. Since you own the code after final payment, you keep it regardless of whether the engagement continues.

15. Dispute resolution

If a disagreement comes up, we'll first try to resolve it directly between us. If that doesn't work, either party may pursue the matter through the courts of Malaysia as set out in Section 16.

16. Governing law

These terms are governed by the laws of Malaysia.

17. Entire agreement

These terms, together with the written scope and pricing confirmed for your engagement and our Privacy Policy, make up the whole agreement between us for that engagement, replacing any earlier discussions or proposals on the same subject.

18. Changes to these terms

If these terms change materially for future engagements, we'll update the date at the top of this page. Changes don't apply retroactively to an already-signed engagement.

19. Contact

[Company legal name]
[Registered address]
[email protected]