Cha-Ching1. What Cha-Ching is
Cha-Ching is a marketplace and operations platform. It connects online sellers with independent call centres that telephone the seller's customers to confirm cash-on-delivery orders before dispatch, and it records the work both sides do.
We are not a party to the work itself. The call centre is an independent business, not our employee or agent. The commercial terms between a seller and a centre — the rate per outcome, the volumes, the service expectations — are agreed between those two parties in a contract they both approve on the platform. We record that contract and the work performed under it. We do not perform it and we do not guarantee its outcome.
2. Accounts and admission
Accounts are created by application and are reviewed by a person. We may decline an application, and we will say why. You are responsible for the accuracy of what you tell us, for the security of your credentials, and for the actions of users you add to your own organisation.
You must be acting for a business, you must be legally able to enter this agreement, and you must be in a country we have opened for signups.
3. Your data, and your customers' data
You keep ownership of everything you put in, and of everything generated by your activity. We process it to run the service for you, as described in the privacy policy and the data processing terms.
We do not sell your data. We do not share it with other sellers or with call centres you have not engaged. We do not use the personal data of your customers to train machine-learning models.
Where a seller engages a call centre, the seller is instructing us to make that customer data available to that centre, for the shops assigned, for the purpose of confirming those orders. That instruction can be withdrawn at any time by ending the assignment, and access ends with it.
4. Fees
Sellers pay a subscription per shop connected, in the currency of their country where we support it and otherwise in euro. Call centres pay a listing fee and a share of the commission they earn. Current figures are on the pricing page and in your account.
Fees are charged in advance for the period. Nothing is charged while an application is being reviewed, and nothing is charged if the application is declined. A centre that is suspended or delisted is not billed for a listing that is not visible.
We may change prices with at least thirty days' notice, effective from your next billing period. A price change never applies retrospectively — in particular, it does not alter commission already earned, which is recorded at the rate that applied when it was earned and cannot be recalculated.
5. The commission record
Commission is recorded in an append-only ledger. Each entry carries the rate in force at the moment it was created. Entries cannot be edited or deleted by a seller, by a call centre, or by us — this is enforced by the database rather than by policy.
Where a genuine error has been made, it is corrected by a further entry that is itself recorded, not by altering the original. If you believe an entry is wrong, raise it within sixty days.
6. Acceptable use
The acceptable use policy forms part of these terms. In short: do not use the platform to contact people who have not ordered from you, do not upload data you have no right to process, do not attempt to reach data belonging to another organisation, and do not probe the service for weaknesses without telling us first.
7. Availability
We work to keep the service available and we do not promise a specific uptime percentage. We will tell you about planned maintenance in advance where we can.
8. Suspension
We may suspend an account for non-payment, for a breach of the acceptable use policy, or where continuing would put other users' data at risk. Where we suspend a call centre we will not strand live orders: existing work is returned to the seller rather than abandoned mid-queue.
9. Ending it
You may cancel at any time and will keep access until the end of the period you have paid for. We may end this agreement with thirty days' notice, or immediately for a serious breach.
On termination you can export your data for ninety days. After that your account data is deleted, except records we must keep: commission entries, invoices and the audit trail. Those are partly the other party's record too, and deleting your copy would take theirs with it.
10. Liability
We provide the platform as it is. To the extent the law allows, we are not liable for lost profit, lost sales, or the acts and omissions of a call centre or a seller you chose to work with, and our total liability is limited to the fees you paid us in the twelve months before the claim.
Nothing here excludes liability that cannot lawfully be excluded.
11. Changes
We will give at least thirty days' notice of a material change to these terms, by email and in the product. Continuing to use the service after that is acceptance.
12. Contact
Questions about these terms go to our contact page, and reach a person rather than a queue.