Client Terms of Service

Effective date:

Section 3 (Data Protection and Privacy) is published in full on our Privacy Policy page and forms part of these Terms.

1. Scope of Agreement and Acceptance

• Definition of service. Merry Right provides on-the-ground "presence" services, offering trusted, compassionate, and neutral monitoring and evidence-reporting support for Ethiopian diaspora families.
• Binding consent. By registering for, accessing, or using Merry Right services, the Client unconditionally agrees to be bound by these Terms and Conditions and the Privacy Policy.
• Scope of policy. This document governs service agreements, liability limitations, company and client responsibilities, data access consents, confidentiality, and dispute resolution.

2. Company and Client Responsibilities

2.1 Company responsibilities

• Global platform accessibility. Maintain a secure system accessible worldwide, enabling diaspora clients to manage their services from anywhere in the world.
• Representative vetting. Conduct comprehensive, mandatory background checks on all field representatives before assignment.
• Punctual execution. Deliver consistent, reliable service by strictly adhering to scheduled site visits and project timelines.
• Verification technologies. Collect and verify operational data via GPS tracking, timestamps, photos, and video recordings.
• Transparent reporting. Deliver an objective report after every visit, which must include the items below.

• Check-in and check-out timestamps verified by GPS.
• Time-stamped photos and comprehensive walkthrough videos.
• Field notes and a structured checklist of physical observations.
• A progress summary.
• Proactive identification of risks alongside actionable recommendations.

2.2 Client responsibilities

• Accurate data provision. Provide all necessary, accurate, and truthful information required for Merry Right to deliver its services.
• Full context disclosure. Disclose all background facts, known risks, and prior historical situations transparently.
• Access authorization. Secure and provide all necessary legal documentation, permissions, and site access rights required for Merry Right property inspections.
• Administrative expenses. Bear all external costs related to agency documents, permits, and third-party administrative fees.
• Financial obligations. Remit all agreed-upon service fees promptly according to the selected subscription or payment plan.

3. Data Protection and Privacy

Merry Right guarantees confidentiality, operates a neutrality wall that withholds client information from contractors and unrelated field workers absent prior contractual consent, and restrains internal access to media and records on a need-to-know basis. The full text of this section — covering no third-party sharing, the neutrality wall, service optimization, correspondence records, and internal access restraints — is set out on our Privacy Policy page.

4. Complaint Process

• Submission. Clients may submit formal complaints directly to Merry Right through their secure portal.
• Review. Merry Right will investigate and respond to service discrepancies within a defined window, normally one (1) business day.

5. Termination and Refund Policy

• Termination. The service relationship terminates upon completion of the contracted performance.
• Refund eligibility. Merry Right provides additional services upon payment. In the case of missed or incomplete visits, Merry Right will compensate the Client with additional services free of charge.

See our Refund Policy for how refunds, cancellations, and billing issues are handled for subscriptions.

6. Limitation of Liability

6.1 Operational boundaries

• No contractor replacement. Merry Right acts strictly as a neutral observer and monitor. It does not replace, manage, or direct third-party contractors or consultants.
• No work certification. Merry Right does not certify construction or professional work quality unless explicitly bound by a separate, specific technical contract.
• Advisory status. Reports consist of advisory observations. Merry Right is not liable for the real, factual conditions documented on-site, but is liable for demonstrably false or negligent observations.

6.2 Indemnification and false information

• Client liability. The Client bears sole liability for any material damages, legal disputes, or financial losses resulting from false, inaccurate, or misleading information they provide.
• Company liability. Merry Right assumes liability solely for intentional misrepresentation or fraudulent reporting generated by its platform.
• Financial cap. Total liability is capped strictly at damages directly corresponding to the legal foundations of Merry Right.

6.3 Communication policies

• Relationship specific. Merry Right is responsible exclusively for the direct support relationship established with the primary Client.
• No call-center charges. Merry Right is a physical presence service, not a telecommunications call center; Clients incur no hidden fees or costs for standard communication or phone updates.

7. Dispute Resolution

7.1 Amicable negotiation

• Good-faith efforts. In the event of any dispute, controversy, or claim arising out of or relating to this agreement, the parties shall first attempt to resolve the matter amicably through direct, good-faith negotiations.
• Notice of dispute. Either party may initiate this process by serving a formal written Notice of Dispute on the other party, detailing the nature of the disagreement.

7.2 Arbitration framework

• Escalation to arbitration. If the parties fail to resolve the dispute through negotiation within thirty (30) days from receipt of the Notice of Dispute, or if either party refuses to participate or fails to agree, the dispute shall be referred to and finally resolved by binding arbitration.
• Tribunal composition. The arbitral tribunal shall consist of three (3) independent arbitrators: one appointed independently by the claimant, one appointed independently by the respondent, and a third appointed jointly by the first two arbitrators to act as presiding chairperson.

7.3 Judicial jurisdiction and appeals

• Right to appeal. In accordance with applicable legal frameworks, any party dissatisfied with the final arbitral award reserves the right to file an appeal.
• Governing courts. Legal appeals or enforcement actions regarding the arbitral decision shall be filed exclusively before the Ethiopian courts holding appropriate material and geographic jurisdiction.

Contact

For questions about these Terms, contact support@marryrightgroup.com.