This document is a service level agreement (SLA) to outline the commitments of Shorrli regarding its online consultation platform to its customers who are using the platform to connect with consultants and Shorrlis commitment to the consultant. Additionally, this document outlines the required commitments of the consultant to the customer and to shorrli and the commitment of the customer to the consultant and Shorrli. The objective is to have a reliable service for both of our customers and consultants.
Shorrli will provide access to an online meeting service (i.e., google meets, Webex, Zoom, etc.) for customers and the consultant to meet in. In cases where the provided online meeting service was not available, Shorrli will either reschedule the session for free or provide an alternative online meeting service to have the meeting on.
Shorrli will provide for consultants a page for availability to register their availability times and a page to a page to show the bookings that have been made by the customers. Additionally, the customers will be able to access a calendar to show availability for each consultant and register for a session.
Both customer and consultant have the right to cancel or reschedule the session according to the following. Any rescheduling or cancellation more than 24 hours before the start time of the session can be done for free. Any rescheduling or cancellation 24 hours or less before the start time of the session shorrli has the right toincur 25% charge of the full cost of the service. If the cancellation was done from the consultant, the customer can choose between either taking a refund or rescheduling the call either with the same consultant or with another consultant. In case there was an emergency that caused the cancellation, the cancellation cost will be dropped after providing proof of the emergency.
Any agreements between customer and consultant made by using or because of services provided by Shorrli with financial benefits for either of the parties, 2% of the total agreement must be paid to Shorrli.
Confirmation of appointments for the sessions will be provided within 1 business day from the time of payment. If confirmation was not received within 1 business day, the customer will receive credit in their wallet for the amount paid. The customer also has the option to refund the full amount of the service if desired.
Additionally, if the consultant did not confirm or reject the appointment within 1 business day, they will bear the amount of the refund to the customer.
Any issues that need to be escalated from either the consultant or the customer shall be raised through the contact us form with the title starting as “Issue” or “Escalation”. The response on the issue/escalation shall take no more than 72 hours. In the case where the issue/escalation needs more than 72 hours, the customer shall be notified within 72 hours on the expected response time.
All disputes will be based on the evidence provided by either the consultant or the customer. In the case of no evidence provided by either party, Shorrli has the right to rule to the best of it’s ability on the dispute. Shorrli has the right to rule in any disputes between the consultant and the customer, and the ruling of Shorrli shall be taken as a final decision. Both the customer & Consultant waive their rights to pursue legal action against Shorrli once a dispute has been resolved by Shorrli. They acknowledge, recognize and approve that the ruling by Shorrli is final and irrevocable. All legal disputes will be subject to the laws of Kingdom of Saudi Arabia.
Both customer and consultant must ensure the compatibility of their devices for the video call sessions. The consultant and customer should be available at the session start time. If either did not join the session within 10 minutes of its start time, the other party has the right to cancel the session. The party that did not attend will be required to pay what’s owed to the other parties. In the case where the consultant did not attend, the customer can reschedule a call with the same or another consultant for free.
The customer & consultant must adhere to the laws of Kingdom of Saudi Arabia. Customer and consultant must agree to use the platform only for lawful reasons and to adhere to all applicable laws and regulations. Any legal rulings due to using the platform unlawfully or due to not adherence to all applicable rules and regulations shall be ruled on the party that breached the laws or regulations. Any breach of any rules, regulation or laws can be held against the party committing the breach on the platform or in the court of law. Shorrli reserves the right to take any legal action against any breach.
The customer and the consultant must agree to not share any sensitive information unless it was agreed upon by the other party by official means. Additionally, the customer must only use the information provided by the consultant within the agreed scope. Shorrli reserves the right to share information with third parties for any purpose. Shorrli will not share any information by the customer or the consultant unless an NDA is signed by the party receiving the information. An exception might be made for information requested for legal purposes.
Shorrli is only a mediator and is not responsible for any information shared by either the customer or the consultant as it may be true or false.
Shorrli has the right to amend this document at any time without any notice.