Annexure A: Scope of Work (SOW)
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1. Parties
Bluetik Digital Pvt. Ltd. (Service Provider)
Client Name (Customer)
2. Scope of Services
Bulk SMS
WhatsApp Business API
RCS Messaging
Voice Call / IVR
Performance Marketing
Website Development
CRM / ERP Development
API Integration
Digital Marketing
Any additional services as agreed.
3. Service Activation
Account activation after KYC and payment (if applicable).
DLT registration & Entity ID (where required).
WhatsApp approval depends on Meta.
Sender ID approval depends on DLT.
Annexure B: Commercial Proposal & Pricing
4. Pricing & Payment Term
Quotation/Proposal will be part of agreement.
GST extra (if applicable).
Advance payment / Credit terms.
Postpaid up to 30 Days (only if approved).
Late payment interest (example 18% p.a.).
Payment modes.
5. Client Responsibilities
Client will provide:
- Approved content
- DLT approvals
- Logo & creatives
- Target database
- Consent-based customer data
- Campaign instructions
6. Messaging Compliance
Client confirms:
- Database is opt-in.
- No spam.
- TRAI guidelines followed.
- No illegal/promotional content where prohibited.
- Bluetik can suspend services for policy violations.
Annexure C: SLA (Support & Response Time)
7. Service Availability
Best effort uptime.
Maintenance windows.
Third-party downtime excluded.
8. Support
Business support hours
Emergency support
Dedicated Account Manager (if applicable)
Email & Phone support
Annexure D: Acceptable Use Policy (AUP)
9. WhatsApp Policy
Meta policies apply.
Template approval not controlled by Bluetik.
Account suspension by Meta is beyond Bluetik's control.
Conversation charges as per Meta pricing.
10. Bulk SMS Terms
Delivery depends on operator network.
DLT template mismatch may cause rejection.
Promotional messages only during allowed timing.
OTP/Service SMS as per regulations.
11. Performance Marketing
Leads are generated through advertising.
Bluetik does not guarantee sales or bookings.
Campaign performance depends on:
- Budget
- Creative
- Audience
- Market conditions
12. Development Services
For website/software:
- Project timeline
- Milestones
- Change requests
- Additional work billed separately
- Client approval process
13. Intellectual Property
Client owns their logo/content.
Bluetik owns platform/software/IP unless transferred in writing.
Custom development ownership as agreed.
14. Refund Policy
SMS credits are non-refundable once purchased.
Approved campaigns are non-refundable.
Custom development payments are non-refundable after work starts.
Refunds only where mutually agreed.
15. Cancellation
Either party may terminate by giving written notice (e.g., 30 days), subject to settlement of all outstanding dues.
16. Force Majeure
Neither party is liable for delays caused by:
- Natural disasters
- Government restrictions
- Internet outages
- War
- Pandemic
- Network failures
17. Governing Law
Laws of India.
Jurisdiction: Mumbai Courts (or your preferred city).
18. Entire Agreement
This agreement supersedes all previous discussions, emails, and verbal communications.
19. Acceptance
Both parties agree to the terms by signing the agreement.
For Bluetik Digital Pvt. Ltd.
- Authorized Signatory
- Name
- Designation
- Date
For Client
- Authorized Signatory
- Company Name
- Name
- Designation
- Date
Annexure E: Privacy & Data Processing Terms
20. Confidentiality
Both parties will keep confidential:
- Customer data
- Pricing
- API credentials
- Business information
21. Data Privacy
Client owns customer database.
Bluetik processes data only for agreed services.
Data will not be sold to third parties.
22. Limitation of Liability
Bluetik shall not be liable for:
- Operator failures
- DLT rejection
- Meta policy changes
- Internet outages
- Client data errors
- Indirect or consequential losses
Liability, if any, shall be limited to the fees paid for the affected service.