Terms of Service

1Introduction

Welcome to Kustomer Suite. These Terms of Service ("Terms") are a legal agreement between you and PT. Kustomer Indonesia Sejahtera ("we", "us", "our") governing your access to and use of the Kustomer Suite platform, website, and related services (collectively, the "Service").

By creating an account, accessing, or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

2Definitions

In these Terms, the following definitions apply:

2.1 Key Terms

• "Service" means the Kustomer Suite platform, including the website, applications, APIs, and all features and content we provide.
• "Customer" or "you" means the individual or entity that has registered for an account and agreed to these Terms.
• "Customer Data" means any data, content, or materials that you or your end users submit to or process through the Service.
• "Subscription" means the plan (Free, Pro, Business, or Enterprise) and billing cycle you have selected.

3Account Terms

3.1 Registration

You must provide accurate, current, and complete information when registering and maintain the security of your account credentials. You are responsible for all activity under your account.

• ✓You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Service
• ✓You must not use the Service if you are prohibited by applicable law
• ✓You must keep your password confidential and notify us immediately of any unauthorized access

3.2 Account Types

Accounts may be individual or organizational. For organizational accounts, the account owner is responsible for the conduct of all users with access to that account.

4Service Terms

We will provide the Service in accordance with these Terms and your Subscription. The Service includes:

• ✓Access to the Kustomer Suite platform and features per your plan
• ✓Customer support via email and in-app chat during business hours
• ✓Uptime and availability as described in our SLA (where applicable)
• ✓Security measures and data processing as described in our Privacy Policy

5Payment Terms

5.1 Fees and Billing

Fees for paid Subscriptions are set forth at the time of sign-up or in your order form. You agree to pay all fees in the currency and billing cycle selected. Fees are non-refundable except as expressly stated in our Refund Policy or required by law.

5.2 Renewal and Cancellation

Subscriptions renew automatically at the end of each billing period unless you cancel before the renewal date. You may cancel from Account Settings. Cancellation takes effect at the end of the current billing period.

5.3 Price Changes

We may change prices with at least 30 days' notice. Price changes apply at the next renewal. Continued use after the effective date constitutes acceptance of the new price.

6Data & Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect personal data. By using the Service, you consent to that processing.

• ✓We process Customer Data only to provide and improve the Service and as instructed by you
• ✓We do not sell Customer Data or use it for advertising purposes
• ✓We comply with applicable data protection laws including UU PDP and GDPR where applicable
• ✓Data Processing Agreement (DPA) is available for Business and Enterprise customers

7Intellectual Property

We own all right, title, and interest in the Service, including all software, designs, trademarks, and documentation. These Terms do not grant you any rights to our intellectual property except the limited license to use the Service as permitted herein.

7.1 Your Content

You retain ownership of content you submit to the Service. You grant us a worldwide, non-exclusive, royalty-free license to use, store, and process your content solely to provide and improve the Service.

7.2 Feedback

Any feedback, suggestions, or ideas you provide about the Service may be used by us without obligation to you.

8User Responsibilities

You agree to use the Service in compliance with all applicable laws and these Terms. You are responsible for:

• ✓The accuracy and lawfulness of Customer Data you submit
• ✓Obtaining necessary consents from end users whose data you process through the Service
• ✓Configuring the Service and your integrations in a secure manner
• ✓Ensuring your use does not infringe third-party rights or violate any law

9Prohibited Uses

You must not use the Service to:

• ✗Violate any applicable law, regulation, or third-party rights
• ✗Distribute malware, spam, or phishing content
• ✗Harass, abuse, or harm others, or promote violence or discrimination
• ✗Circumvent security measures or attempt unauthorized access to our or others' systems
• ✗Resell or sublicense the Service without our written consent (except as permitted by your plan)
• ✗Use the Service for mining cryptocurrency or other resource-intensive activities not related to your use of the Service
• ✗Scrape or harvest data from the Service beyond your own Customer Data

10Termination

10.1 By You

You may close your account at any time from Account Settings. Termination by you takes effect at the end of the current billing period unless you request immediate closure.

10.2 By Us

We may suspend or terminate your access to the Service with or without notice if you breach these Terms, for non-payment, or for any other reason we deem necessary to protect the Service or other users.

10.3 Effect of Termination

Upon termination, your right to use the Service ceases. We may retain your data for a limited period as described in our Privacy Policy and then delete it, unless we are required by law to retain it.

11Warranties

We warrant that we will provide the Service with reasonable skill and care and in accordance with these Terms. Except as expressly stated, the Service is provided "as is" and we disclaim all other warranties, express or implied, including merchantability and fitness for a particular purpose.

We do not warrant that the Service will be uninterrupted, error-free, or secure. You use the Service at your own risk.

12Limitation of Liability

To the maximum extent permitted by applicable law:

• ✓Our total liability for any claims arising from or related to these Terms or the Service shall not exceed the fees you paid to us in the twelve (12) months preceding the claim
• ✓We are not liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, data, or goodwill
• ✓These limitations apply even if we have been advised of the possibility of such damages

Some jurisdictions do not allow certain limitations; in such cases, our liability is limited to the maximum extent permitted by law.

13Indemnification

You agree to indemnify, defend, and hold harmless PT. Kustomer Indonesia Sejahtera, its affiliates, and their officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from: (a) your use of the Service; (b) your violation of these Terms or any law; (c) your Customer Data or your infringement of any third-party rights; or (d) any dispute between you and a third party relating to the Service.

14Governing Law

These Terms are governed by the laws of the Republic of Indonesia, without regard to conflict of law principles. Any dispute arising from or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of Jakarta, Indonesia.

For users in the European Union, nothing in these Terms affects your statutory rights under applicable consumer law.

15Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email to your account email and/or by posting the updated Terms on our website with a new "Last Updated" date.

If you do not agree to the updated Terms, you may cancel your Subscription and close your account before the effective date of the changes. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

16Contact Information

For questions about these Terms or the Service, please contact us:

We will respond to legal and compliance inquiries within a reasonable time, typically within 30 days.