Customer service terms

1. Parties, scope and acceptance

These terms are the agreement between Tezz Technologies (Private) Limited, Islamabad, Pakistan (“Tezz”) and the business that subscribes to Velocitill or TezzERP (“the Customer”). They cover the cloud software, its apps and related support (“the Service”). They do not cover our website, which has its own Terms of Use.

• Acceptance: by signing an order form or quote, ticking the acceptance box when creating an account, or starting to use the Service, whichever comes first.
• Order form: names the product, plan, number of locations or users, price and billing period. If it differs from these terms, the order form applies.
• Authority: the person accepting confirms they can bind the business.
• Privacy: our Privacy Policy and the notice for the relevant app apply alongside these terms.

2. The Service

• Subscription: a non-exclusive, non-transferable right to use the Service for the Customer’s own business during the term, within the limits on the order form.
• Accounts and devices: the Customer is responsible for its users, sign-in details and registered devices, and for everything done under its accounts.
• Acceptable use: no misuse, reverse engineering, resale, overloading, attempts to access other customers’ data, or unlawful activity.
• Changes: we improve the Service and may change features. If a change materially reduces a paid feature, we give reasonable notice.
• Our ownership: Tezz keeps all rights in the software, design and trademarks.

3. Fees and payment by bank transfer

The Service does not yet take in-app payments. Fees are invoiced and paid by bank transfer.

• Invoices: issued at the start of each billing period [monthly or annual in advance], showing the amount, due date and bank details.
• Due date: within [7 or 14] days of the invoice date, by bank transfer in [PKR or AUD], using the invoice number as the reference. The Customer pays its own bank charges.
• Bank details: appear on invoices only. If anyone asks the Customer to pay a different account, confirm with Tezz on a number you already know before paying.
• Late payment: if an invoice is [14] days overdue, Tezz may remind the Customer and then suspend access after [7] days’ written notice. Access is restored when the amount is paid.
• Taxes: fees exclude sales tax, GST or similar taxes, which the Customer pays where they apply.
• Price changes: with at least [30] days’ written notice, at the end of a billing period.
• Refunds: fees already paid are non-refundable except where these terms or the law say otherwise [or state a trial or refund period].
• Disputes: tell Tezz within [14] days and pay the undisputed part.

4. Customer data

• The Customer owns its data: menus, sales, stock, expenses, staff records and customer details entered into the Service.
• Our role: Tezz processes the data on the Customer’s behalf only to provide and support the Service. We do not sell it or use it for advertising. The Customer is responsible for having the right to enter it and for notices its own staff and customers need.
• Security: encrypted connections, access controls, device registration, and separation between businesses and branches. No system is completely secure.
• Incidents: we tell the Customer of unauthorised access to its data without undue delay [within 72 hours] and help with its response.
• Export: in a usable format during the term and for [30] days after it ends.
• Deletion: after that, on request or automatically, apart from copies we must keep by law. Backups expire within 30 days.

5. Third-party providers and integrations

• Card payments: Tezz does not process, hold or settle the Customer’s card payments. The Customer’s payment provider handles them under the Customer’s own agreement. In Australia, third-party payment processing companies handle these payments.
• Provider terms: the Customer is responsible for its provider’s fees, terms, terminals, settlement and chargebacks.
• Other integrations: accounting, tax reporting, delivery and similar integrations are provided by third parties. We take reasonable care with our side of each connection but are not responsible for the third party’s service or outages.
• Tax reporting: the Customer stays responsible for the accuracy and timeliness of its own tax filings.
• Hardware: printers, terminals and tablets are supplied by the Customer or a third party unless the order form says otherwise.

6. Support, availability and offline mode

• Support: on WhatsApp at +92 327 1110212. Formal and sales matters: info@tezztechgroup.com.
• Support hours: [business hours in Pakistan and Australia, and response targets].
• Availability: we aim to keep the Service available and announce planned maintenance where practical. We do not guarantee uninterrupted service [or state a monthly availability target].
• Offline mode: Velocitill is built to keep trading when the internet drops and to sync when it returns. The Customer keeps devices powered, updated and in good working order, and lets sync complete.

7. Liability, term and governing law

• Warranty: Tezz provides the Service with reasonable care and skill. Otherwise it is provided “as is”.
• Limits: to the extent the law allows, Tezz is not liable for indirect or consequential loss or loss of profit, revenue, data or goodwill. Total liability for any claim is limited to the fees paid in the [12] months before the claim [to be confirmed by a lawyer].
• Rights that cannot be excluded: nothing here limits rights that cannot be excluded by law, including under the Australian Consumer Law where it applies.
• Term: from acceptance for the term on the order form, then renewing for the same period unless either side gives [30] days’ written notice.
• Ending early: either side may end the agreement for a serious breach not fixed within [14] days of notice. Tezz may suspend the Service immediately for security risks or unlawful use.
• After ending: unpaid fees remain due, access stops, and the export and deletion rules in section 4 apply.
• Governing law: [Pakistan for Pakistani customers, courts of Islamabad; Australia (state to be chosen) for Australian customers].
• Changes: we may update these terms with [30] days’ notice. The version and date are shown at the top.