This Master Service Agreement ("Agreement") is between Eniena Technologies Limited(trading as "Comutte"), 10 Aviation Road, Airport Residential Area, Accra, Ghana ("Provider") and the bus operator using the Comutte platform ("Operator"), collectively the "Parties".
This Agreement governs the Provider's delivery of the Comutte booking and payment platform (the "Service") to the Operator.
The Provider delivers the following services to the Operator:
The Provider commits to the following service levels for the platform:
| Metric | Target |
|---|---|
| Platform uptime | 99.5% monthly (excl. scheduled maintenance) |
| Scheduled maintenance window | Tuesdays 02:00 – 04:00 GMT, with 24h notice |
| Booking processing time | < 5 seconds from payment confirmation to ticket delivery |
| Payment settlement | Within 3 business days of trip completion |
"Uptime" is measured as the percentage of minutes in a calendar month during which the booking and payment APIs are operational, excluding scheduled maintenance. If monthly uptime falls below 99.5%, the Operator may request a service credit:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.49% | 5% of that month's platform fees |
| 95.0% – 98.99% | 15% of that month's platform fees |
| Below 95.0% | 30% of that month's platform fees |
Service credits are applied to the following month's invoice and do not accumulate. Credits are the Operator's sole remedy for downtime.
| Severity | Description | Response Time |
|---|---|---|
| Critical | Platform down, payments failing, data loss | 1 hour |
| High | Major feature degraded, bookings delayed | 4 hours |
| Medium | Minor feature issue, workaround available | 1 business day |
| Low | Question, enhancement request, cosmetic issue | 2 business days |
Support is available Monday – Saturday, 06:00 – 22:00 GMT via email (support@bookcomutte.com) and WhatsApp (020 324 2649). Critical issues are monitored 24/7.
The Operator shall:
The Provider charges a per-booking platform fee, deducted from each fare before settlement. The fee schedule is agreed in writing during onboarding and may be updated with 30 days' written notice. The Operator receives settlement of collected fares (minus platform fees) within 3 business days of trip completion.
Passenger personal data processed through the Platform is governed by the Data Processing Agreement and the Privacy Policy. The Provider acts as data processor; the Operator is the data controller for passengers booking the Operator's trips.
The Provider retains all intellectual property rights in the Platform, including software, APIs, design, and documentation. The Operator is granted a non-exclusive, non-transferable licence to use the Platform for the duration of this Agreement.
The Provider's total liability under this Agreement shall not exceed the total platform fees paid by the Operator in the 12 months preceding the claim. The Provider is not liable for: (a) losses arising from the Operator's failure to maintain accurate trip information; (b) losses caused by third-party payment processor outages; (c) indirect, incidental, or consequential damages; or (d) losses arising from events beyond reasonable control (force majeure).
The Operator shall indemnify and hold the Provider harmless from any claims, damages, or expenses arising from: (a) the Operator's breach of this Agreement; (b) the Operator's failure to comply with transport regulations; (c) accidents, injuries, or incidents occurring during trips; or (d) the Operator's violation of applicable law.
This Agreement begins on the date the Operator is onboarded to the Platform and continues until terminated. Either Party may terminate with 30 days' written notice. The Provider may terminate immediately if the Operator: (a) breaches a material term and fails to cure within 14 days of notice; (b) loses a required licence or insurance; or (c) engages in conduct that poses a safety risk to passengers.
Upon termination, pending bookings will be honoured and outstanding settlements will be paid within 14 business days. The Operator's access to the Platform dashboard will be revoked.
This Agreement is governed by the laws of the Republic of Ghana. Disputes shall be resolved under the process described in our Terms and Conditions (Section 11), except that disputes exceeding GHS 50,000 may be referred directly to the courts of Ghana.
See also our Terms and Conditions, Privacy Policy, and Data Processing Agreement.