1. Agreement to Terms
By accessing or using the services provided by MysteryGuest.id ("we", "our", "us"), you agree to be bound by these Terms & Conditions. If you do not agree with any part of these terms, you may not use our services.
2. Description of Services
MysteryGuest.id provides mystery shopping, quality audit, and benchmarking services for hospitality and retail businesses in Indonesia. Our services include:
- Anonymous mystery visits to client venues
- Quality evaluation based on standardized criteria
- Detailed written reports with scores, photographs, and recommendations
- Online dashboard access for tracking scores over time
- Competitor benchmarking visits and comparison reports
- Staff training recommendations based on audit findings
3. Subscription and Payment
3.1 Pricing: All prices are listed in Indonesian Rupiah (IDR) and include applicable taxes unless stated otherwise. Current pricing is available on our website and may be updated with 30 days' notice to active subscribers.
3.2 Billing: Subscription fees are billed monthly in advance. Payment is due within 7 days of invoice date via bank transfer or other agreed payment methods.
3.3 Late Payment: Invoices unpaid after 14 days may result in suspension of services. A late fee of 2% per month may apply to overdue balances.
3.4 Cancellation: You may cancel your subscription at any time with 30 days' written notice. No refunds will be issued for the current billing period. Unused visits do not carry over to the next month.
4. Service Delivery
4.1 Scheduling: Mystery visits are scheduled at our discretion within the agreed billing period. We do not disclose visit dates or times to clients in advance to ensure authenticity of the evaluation.
4.2 Reports: Written reports are delivered within 48 hours of the mystery visit via email and/or online dashboard. Reports include scores, observations, photo documentation, and actionable recommendations.
4.3 Accuracy: All evaluations reflect the subjective experience of the mystery guest during the specific visit. Scores may vary between visits due to different staff, time of day, or other factors. We strive for consistency through standardized training and evaluation criteria.
5. Confidentiality
5.1 Client Data: All reports, scores, and business information provided by or about the client are treated as strictly confidential and will not be shared with third parties, competitors, or public review platforms.
5.2 Mystery Guest Identity: The identity of our mystery guests is confidential. Clients agree not to attempt to identify, approach, or interfere with mystery guests during or after a visit.
5.3 Non-Disclosure: Both parties agree to maintain confidentiality regarding the terms of their business relationship and any proprietary information shared during the engagement.
6. Client Responsibilities
As a client, you agree to:
- Provide accurate information about your business, including operating hours and locations
- Ensure your venue is open and operating normally during the agreed service period
- Not attempt to identify or interfere with mystery guests
- Not use mystery shopping reports to unfairly terminate or punish individual staff members
- Pay all invoices in a timely manner
7. Intellectual Property
All evaluation methodologies, scoring systems, report templates, dashboard software, and training materials are the intellectual property of MysteryGuest.id. Clients receive a license to use reports for internal purposes only. Reports may not be published, shared publicly, or used for marketing without our written consent.
8. Limitation of Liability
MysteryGuest.id provides evaluations based on the observed guest experience. We do not guarantee specific business outcomes, revenue improvements, or rating increases as a result of our services.
Our total liability for any claims arising from our services shall not exceed the total fees paid by the client in the 3 months preceding the claim. We are not liable for indirect, incidental, or consequential damages.
9. Force Majeure
Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including but not limited to natural disasters, government restrictions, pandemics, or civil unrest.
10. Governing Law
These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of Indonesia. Any disputes arising from these terms shall be resolved through mediation in Bali, Indonesia, before pursuing legal proceedings.
11. Modifications
We reserve the right to modify these Terms & Conditions at any time. Material changes will be communicated to active subscribers via email at least 30 days before taking effect. Continued use of our services after changes constitutes acceptance of the updated terms.
12. Contact
For questions about these Terms & Conditions, please contact us:
Email: hello@mysteryguest.id
Location: Bali, Indonesia