Terms of Service

Onboarding Agreement

This Onboarding Agreement (“Agreement”) is a part of the website’s Terms of Service (“Terms”) and governs the onboarding process for new clients(“Client”, “User” or “you”) of our services. By accessing or using our services, you acknowledge and agree to be bound by this Agreement and the Terms. Please read this Agreement carefully.

TERMS

Client: The term “Client” refers to any individual or entity that has signed up for our services and is undergoing the onboarding process as outlined in this Agreement. The Client is the user of our services.

Onboarding Process: The term “Onboarding Process” refers to the series of steps and activities that the Orioly Customer Success team must complete in order to successfully integrate and enable utilization of our services, for the Client. The specific details and requirements of the onboarding process are outlined in this Agreement and the accompanying onboarding materials and resources provided by us.

Onboarding Fees: The term “Onboarding Fees” refers to the charges associated with the onboarding process. These fees are described on our pricing page and may be subject to change. By using our services, the Client agrees to pay the applicable onboarding fees as specified.

Account: The term “Account” refers to the personalized user profile created by the Orioly Customer Success team. The Account allows the Client to access and utilize our services, and it may contain personal information, login credentials, and other relevant data. The Client is responsible for maintaining the security and confidentiality of their Account information.

Refund Policy: The term “Refund Policy” refers to our policy regarding the refund of onboarding fees. Detailed information about our refund policy can be found in the dedicated “Refund Policy” section of our Terms. The Client is encouraged to review and understand the refund policy before proceeding with the onboarding process.

Processing Fee: The term “processing fee” refers to any fee that is imposed by payment processors or financial institutions involved in the refund process. The processing fee will be deducted from the refund amount and is non-refundable. The purpose of this fee is to cover the costs incurred by our company for processing the refund transaction.

The exact amount of the processing fee will be determined by the payment processor or financial institution and may vary based on their respective policies. Our company will transparently communicate the processing fee to the client during the refund process, ensuring that they are aware of the deducted amount.

Please note that the processing fee is not within our company’s control, and any changes or updates to the fee structure will be implemented in accordance with the payment processor or financial institution’s policies.

Fee Payment: 

The term “Fee Payment” refers to the process of remitting the onboarding fees to us. The Client agrees to pay the applicable fees in the manner specified by us, which may include online payment methods, credit card transactions, or other approved payment options. It is the Client’s responsibility to ensure that the payment information provided is accurate and up to date.

Please note that the above terms are provided as a general overview and do not constitute the full extent of the terms and conditions governing the onboarding process. It is important for the Client to read and understand the entirety of this Agreement and the accompanying Terms of Service before proceeding with the onboarding process.

1. Onboarding process

1.1 Start of Onboarding Process

The onboarding process begins upon receiving the Onboarding fee payment. Upon payment, you will be required to provide accurate and complete information as requested by our Customer Success team. You understand and agree that any inaccurate or incomplete information may result in a delay or cancellation of your onboarding process.

What’s Included:

During the onboarding process, you can expect the following:

• New Account with the specified service
• Product creation as specified by the user
• Access to our onboarding materials and resources.
• Guidance and support from our onboarding team.

What’s Not Included:

The following items are not included in the onboarding process:

• Training sessions to familiarize you with our platform and services.
• Customization or development of additional features or functionalities.
• Integration with third-party services or systems, unless explicitly specified.
• Online booking system integration onto a website.
• Data migration or transfer from other platforms or systems, unless explicitly specified.
• Ongoing technical support beyond the onboarding period, unless explicitly specified.

1.2 End of Onboarding Process

The onboarding process concludes when the newly setup account is delivered and its access information has been provided by the Customer success team.

What’s Included:

Upon completion of the onboarding process, you will gain access to the following:

• Full access, determined by the selected package, to our platform and services.
• Ongoing technical support for any issues that arose / are directly  caused by the Onboarding process, during the agreed-upon support period.
• Continued access to our onboarding resources and documentation.

What’s Not Included:

The following items are not included upon the end of the onboarding process:

• Additional training sessions beyond the initial onboarding period.
• Subsequent changes to the account beyond the initial onboarding period.
• Subsequent additions to the account beyond the initial onboarding period.
• Online booking system integration onto a website.
• Integration with third-party services or systems, unless explicitly specified.
• Data migration or transfer from other platforms or systems,unless explicitly specified.

2. Onboarding fees 

2.1 Pricing and Payment

The Onboarding fees (“fee” or “setup fee”) associated with our services are described on our pricing page, which is incorporated by reference into this Agreement. By using our services, you agree to pay the applicable Onboarding fees as specified on the pricing page. We reserve the right to change the Onboarding fees at any time, but such changes will not affect any ongoing onboarding processes.

2.2 Changes to Onboarding Fees

We may make changes to the onboarding fees without prior notice, except as required by applicable law. You are responsible for regularly reviewing our pricing page to ensure you are aware of the current onboarding fees.

Any changes to the onboarding fees are not applicable to : 

• Clients that have already gone through the Onboarding process at the time of Onboarding fee changes
• Clients that are going through the Onboarding process at the time of Onboarding fee changes

3. Refund policy

3.1 100% Refund Eligibility

3.1.1 If a new client requests a refund and only one product has been created on the Account, by the Customer Success team, they will be eligible for a 100% refund of the fees paid. 

Please note that any applicable third-party processing fees will be deducted from the refund amount. This deduction will cover any fees imposed by payment processors or financial institutions involved in the refund process.

The refund will be processed promptly and returned to the client using the same payment method used for the original transaction.

3.1.2.1 If the decision to stop the onboarding process comes from our company’s end, regardless of the amount of work put into the onboarding process, the client will be entitled to a full refund, and no processing fee will be deducted from the refund amount.

3.1.2.2 If the client wishes to proceed with the onboarding process despite our company’s decision to stop it, they may choose to forgo the 100% refund and continue at their own discretion.

3.2  50% Refund Eligibility

If the onboarding process has not been fully concluded, but two or more products have been created on the Account, by the Customer Success team,  a new client may request a refund. In such cases, the client will be eligible for a 50% refund of the fees paid. 

This partial refund is to account for any work, time, or resources invested in the initial stages of onboarding. The refund will be processed within a reasonable timeframe and returned to the client using the same payment method used for the original transaction.

Please note that any applicable third-party processing fees will be deducted from the refund amount. This deduction will cover any fees imposed by payment processors or financial institutions involved in the refund process.

3.3 0% Refund 

Once the onboarding process has been successfully concluded, as defined under Section 1.2, no refunds will be issued to the Client. At this point, the services and resources required for onboarding have been fully utilized, and the client has received the benefits of the onboarding process.

3.4 Refund Request Procedure

To request a refund, the new client must contact our customer support team.

The client should provide details of their refund request, including the reason for the refund and any supporting documentation if applicable. Our customer support team will review the request and respond within a reasonable timeframe with further instructions on the refund process.

4. Exceptions and Limitations

If the new client has violated any terms and conditions outlined in the onboarding agreement, the refund policy may be voided, and no refund will be issued.

Any third-party costs or expenses incurred during the onboarding process, such as external software licenses or vendor fees, will not be eligible for a refund.

This refund policy applies only to the onboarding process and does not cover any ongoing services or subsequent phases of the client relationship.

Note: It is recommended that clients carefully review and understand the refund policy before initiating the onboarding process. This policy aims to provide a fair and transparent process for refund requests while ensuring that the time and resources invested in the onboarding process are appropriately compensated.

5. Confidentiality

During the onboarding process, you may have access to confidential information, including but not limited to our proprietary materials, trade secrets, and other non-public information. You agree to treat all such information as confidential and not disclose it to any third parties without our prior written consent.

6. Termination

We reserve the right to terminate or suspend your onboarding process or access to our services at any time and for any reason, including but not limited to non-compliance with this Agreement or the Terms.