The Customer Contract serves as the primary legal framework for business-to-customer relationships in Indonesia, establishing rights, obligations, and terms of service or product delivery. This document is essential for any business engaging with customers in the Indonesian market, whether for one-time purchases or ongoing services. The contract must comply with Indonesian Civil Code requirements, consumer protection regulations, and mandatory language provisions. It typically includes detailed sections on product/service specifications, pricing, delivery terms, warranties, and dispute resolution mechanisms. The Customer Contract is particularly important given Indonesia's strict consumer protection regime and the need for clear, enforceable terms in Asia's largest consumer market. It can be adapted for various business contexts while maintaining compliance with local legal requirements.
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1. Parties: Identification of the service provider/seller and the customer, including complete legal names, addresses, and registration numbers
2. Background: Context of the agreement and brief description of the business relationship
3. Definitions: Key terms used throughout the agreement, ensuring consistent interpretation
4. Scope of Products/Services: Detailed description of products or services to be provided
5. Price and Payment Terms: Pricing structure, payment methods, timelines, and late payment consequences
6. Delivery and Performance: Timelines, delivery methods, and performance standards
7. Customer Obligations: Customer's responsibilities and commitments
8. Provider Obligations: Provider's commitments, warranties, and service standards
9. Term and Termination: Duration of the agreement and circumstances for termination
10. Confidentiality: Protection of confidential information exchanged between parties
11. Dispute Resolution: Process for resolving disputes, including jurisdiction and governing law
12. Force Majeure: Provisions for unforeseen circumstances affecting contract performance
13. General Provisions: Standard legal clauses including notices, amendments, and assignment
1. Intellectual Property Rights: Include when the contract involves software, creative works, or licensed content
2. Data Protection: Include when personal data processing is involved
3. Service Level Agreement: Include for ongoing service contracts with specific performance metrics
4. Insurance: Include when specific insurance coverage is required from either party
5. Export Control: Include when products or services may be subject to export regulations
6. Compliance with Anti-Corruption Laws: Include for high-value contracts or government-related customers
7. Change Management: Include for long-term contracts where scope changes are likely
1. Schedule 1 - Product/Service Specifications: Detailed technical specifications of products or services
2. Schedule 2 - Pricing Schedule: Detailed pricing breakdown, including any volume discounts or special rates
3. Schedule 3 - Service Levels: Specific performance metrics and service level commitments
4. Schedule 4 - Customer Support Details: Support procedures, contact information, and escalation process
5. Appendix A - Required Documents: List of documents required from customer (e.g., licenses, permits)
6. Appendix B - Standard Operating Procedures: Detailed procedures for service delivery or product usage
Relevant legal definitions
Agreement
Applicable Law
Business Day
Confidential Information
Customer
Customer Data
Delivery
Effective Date
Force Majeure Event
Goods
Intellectual Property Rights
Order
Payment Terms
Personal Data
Price
Provider
Representatives
Services
Service Level
Specifications
Term
Territory
Third Party
Working Hours
Warranties
Defect
Documentation
Emergency
Fees
Initial Term
Liability
Notice
Parties
Renewal Term
Service Credits
Support Services
Termination Date
User
Acceptance
Affiliate
Authorized Representative
Dispute
Indonesian Rupiah
Material Breach
Regulatory Requirements
Applicable Law
Business Day
Confidential Information
Customer
Customer Data
Delivery
Effective Date
Force Majeure Event
Goods
Intellectual Property Rights
Order
Payment Terms
Personal Data
Price
Provider
Representatives
Services
Service Level
Specifications
Term
Territory
Third Party
Working Hours
Warranties
Defect
Documentation
Emergency
Fees
Initial Term
Liability
Notice
Parties
Renewal Term
Service Credits
Support Services
Termination Date
User
Acceptance
Affiliate
Authorized Representative
Dispute
Indonesian Rupiah
Material Breach
Regulatory Requirements
Clauses
Interpretation
Scope of Services/Products
Price and Payment
Delivery Terms
Service Standards
Customer Obligations
Provider Obligations
Warranties
Acceptance
Term and Duration
Termination
Force Majeure
Liability
Indemnification
Confidentiality
Intellectual Property
Data Protection
Consumer Rights
Complaint Handling
Quality Assurance
Performance Standards
Documentation
Change Management
Notice Requirements
Assignment
Subcontracting
Insurance
Dispute Resolution
Governing Law
Language Requirements
Entire Agreement
Severability
Waiver
Amendment
Counterparts
Survival
Compliance with Laws
Anti-Corruption
Force Majeure
Relationship of Parties
Scope of Services/Products
Price and Payment
Delivery Terms
Service Standards
Customer Obligations
Provider Obligations
Warranties
Acceptance
Term and Duration
Termination
Force Majeure
Liability
Indemnification
Confidentiality
Intellectual Property
Data Protection
Consumer Rights
Complaint Handling
Quality Assurance
Performance Standards
Documentation
Change Management
Notice Requirements
Assignment
Subcontracting
Insurance
Dispute Resolution
Governing Law
Language Requirements
Entire Agreement
Severability
Waiver
Amendment
Counterparts
Survival
Compliance with Laws
Anti-Corruption
Force Majeure
Relationship of Parties
Relevant Industries
Retail
E-commerce
Technology Services
Financial Services
Telecommunications
Consumer Goods
Healthcare Services
Education
Professional Services
Manufacturing
Hospitality
Transportation
Entertainment
Relevant Teams
Legal
Sales
Customer Service
Operations
Compliance
Business Development
Contract Administration
Risk Management
Commercial
Product Management
Relevant Roles
Legal Counsel
Commercial Manager
Sales Director
Customer Service Manager
Operations Manager
Compliance Officer
Business Development Manager
Contract Administrator
Risk Manager
Account Executive
Product Manager
General Manager
Chief Commercial Officer
Chief Legal Officer
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