1. Role and Scope of Service (Role of Facilitator)
CallAways ("Service Provider") acts solely as a "Travel Concierge & Facilitator" to provide convenience in planning and information to the service user. The Service Provider does not hold the status of a "tourism business" under the Tourism Business and Guide Act B.E. 2551 (2008) and has no ownership, management, control, or financial interest in any establishments, accommodations, restaurants, or tour operations recommended or coordinated.
2. Service Packages and Scope
The user shall be entitled to services based on the scope of the purchased package as follows:
- Aways Plan: Travel planning service charged based on the duration (number of days) of the user's itinerary. Includes the right to access and use the Rich Menu feature via CallAways' LINE application to search for emergency contacts, inter-city travel booking information, and common Thai phrases needed in various situations.
- Chat Aways: Covers all services in the Aways Plan and adds a personal assistant text service (Chat Standby), where the Service Provider will be standby to answer questions and provide assistance via chat within specified service hours.
- Call Aways: Covers all services in the Chat Aways plan and adds a personal assistant phone service (On-call Support) within service hours, including assistance with coordinating food delivery orders, and booking shops, activities, or various vehicles as requested by the user.
3. Payment Conditions
- CallAways Service Fees: The user agrees to pay the package fee to CallAways at the specified rate as a "consulting and coordination time fee" only.
- Actual Expenses Incurred with Third Parties: For coordinating bookings of various services (such as food, vehicles, accommodations, or activity fees), the user must pay for those goods and services directly to the merchant or establishment. CallAways will not collect, hold, or act as an agent to receive such payments on behalf of the establishments under any circumstances.
4. Explicit Disclaimer
Since CallAways acts solely as an intermediary for consulting and coordinating assistance, CallAways cannot guarantee and shall not be legally responsible for any damage, delay, accident, cancellation of service, sub-standard service, or any disputes arising between the user and third-party operators. The decision to use services, stay, or participate in any activities coordinated by CallAways is at the user's sole discretion and constitutes a direct contract and assumption of risk between the user and that operator.
5. Service Hours and Activation
- Service Activation: The personal assistant menu system (Concierge Menu) will be activated 7 days prior to the service start date. The Service Provider will introduce themselves and begin preparation for the user's travel.
- Service Hours: Personal assistant services via chat and phone will be available daily from 08:00 AM to 12:00 AM (Midnight), Thailand Standard Time (GMT+7).
6. Cancellation and Money-Back Guarantee Policy
- 6.1 Advance Cancellation: The user will receive a full refund if they notify the intention to cancel the service at least 7 days prior to the scheduled service start date.
- 6.2 Eligible for a Refund: The user is entitled to request a refund only if (1) the Concierge is unreachable during service hours on a specific day, (2) the request is raised within 24 hours of the affected day, and (3) the issue is reported via the LINE Feedback Menu only.
- 6.3 Not Eligible for a Refund: The Service Provider reserves the right to deny a refund if (1) the customer is unreachable on the service day, (2) the trip has already ended, (3) the request is raised more than 48 hours after the affected day, or (4) cancellation is requested after the service start date.
7. Force Majeure and System Outages
The Service Provider shall not be liable for any delay or failure in performance resulting from force majeure events, including but not limited to natural disasters, regional telecommunication or internet failures, strikes, maintenance or outages of third-party platforms (e.g., LINE server down), or instances where the user is in an area with no signal. Such events are not eligible for a refund.
8. User's Responsibility and Information Accuracy
- The user is responsible for providing accurate and true information (e.g., name as per passport, dates, locations). CallAways shall not be liable for any damages or extra costs arising from incorrect information provided by the user.
- All recommendations, operating hours, or pricing of establishments are based on data verified at that specific time. The Service Provider cannot guarantee absolute accuracy against sudden changes made by establishments (such as temporary closures, price policy changes, or unforeseen circumstances) and shall not be liable for such discrepancies.
9. Data Privacy and Processing
The user consents to CallAways collecting, using, and disclosing necessary personal data for the sole purpose of coordinating and making bookings with third-party operators as requested. The Service Provider shall not be held liable for any data breaches or damages arising from force majeure, technical issues beyond control, or security failures on the part of the end-service providers (third parties).
10. Right to Refuse Service
CallAways reserves the right to terminate the service immediately without a refund if the user exhibits abusive behavior, uses profanity towards the team, or requests the Service Provider to engage in any actions that are illegal, unethical, or violate the rules of any establishment.