Master Service Agreement (MSA)
Effective Date: The date the Client subscribes, signs an order form, or activates a MOSAN F&B Solutions service plan.
This Master Services Agreement (“Agreement”) governs all services provided by MOSAN Group Ltd. (“MOSAN”, “we”, “us”) to the subscribing party (“Client”, “you”). The applicable Service Schedule describes plan-specific features and deliverables. If this Agreement and the Service Schedule conflict, this Agreement controls.
1. Overview
By subscribing to any MOSAN plan, Client agrees to this Agreement and the applicable Service Schedule.
MOSAN provides website hosting, digital marketing services, automation workflows, and business technology systems under a recurring monthly or annual subscription.
2. Subscription Term & Billing
2.1 Monthly Plans
Billed monthly at the price shown during checkout or on the Client’s order form.No long-term commitment.Cancellation is effective at the end of the current billing cycle.No refunds for partial months.
2.2 Annual Plans
Billed upfront at the discounted annual rate.30-day refund window (minus a $250 administrative fee).After 30 days, annual fees are non-refundable.
2.3 Add-Ons
Add-on services (e.g., domains, email services, Google Workspace, additional locations) are billed annually and must be paid before activation.
2.4 Pricing and Discounts
The price shown at checkout, on the invoice, or in the order form is the binding price for that Client.MOSAN may offer promotional or custom pricing at its discretion.
The duration of any discount will be stated in the order form or checkout.Discounted pricing does not modify the base pricing described in the Service Schedule.
3. Scope of Services
MOSAN will provide the services included in the Client’s selected plan, as described in the Service Schedule.
Service details, plan features, inclusions, exclusions, onboarding requirements, and operational provisions are defined in the Service Schedule and incorporated by reference into this Agreement.
4. Setup & Onboarding
4.1 Included Setup
Setup work—such as website implementation, delivery integration, account configuration, analytics setup, and initial workflow creation—is included in the subscription fee. Timelines vary by plan and Client responsiveness.
4.2 Client Responsibilities
Client must provide required content and credentials, including:
‣ Menu items
‣ Photos or permission to use stock images
‣ Branding assets
‣ Timely responses to MOSAN
Delays in providing required information extend onboarding timelines.
5. Ownership & Intellectual Property
5.1 Client Ownership
Client retains ownership of:
‣ Their business name
‣ Menus, photos, branding, and content they provide
‣ Domain names purchased under their name
‣ Customer data exported before cancellation.
5.2 MOSAN Ownership
MOSAN retains all rights to:
‣ Website templates and design frameworks
‣ Ordering systems and integrations
‣ CRM, loyalty, and automation workflows
‣ AI systems, scripts, prompts, and logic
‣ Proprietary software and operational tools
‣ Marketing structures, reporting systems, and ad account frameworks
These systems are licensed to the Client only during an active subscription and are not transferable.
5.3 Upon Cancellation
At the end of a billing cycle:
‣ Website remains online until the end of the paid period
‣ MOSAN-owned systems (templates, workflows, AI, CRM, loyalty, delivery integrations) deactivate
‣ Client-provided content can be exported upon request
‣ MOSAN-owned components are not transferrable to another provider
6. Support & Service Levels
6.1 Support Hours
Monday–Saturday, 9 AM–8 PM EST
Support is provided via email, SMS, or assigned communication channel
6.2 Response Times
Typical (non-binding) response times:
‣ Urgent website issues: same day
‣ General updates: 24–72 hours
‣ Ads/SEO changes: next optimization cycle
‣ These service levels are guidelines and not guaranteed performance levels.
7. Acceptable Use
Client agrees not to:
‣ Abuse support staff
‣ Provide false or harmful information
‣ Use MOSAN systems for fraud, spam, or unlawful activity
‣ Violate privacy, advertising, delivery platform, or commerce laws
‣ MOSAN may suspend or terminate service for violations.
8. Advertising Services (Enhanced & Advanced Only)
8.1 Ad Spend
Ad spend is billed directly to Client by Google, Meta, or other platforms. MOSAN manages campaigns but does not control or bill ad spend.
8.2 No Performance Guarantee
Because results depend on market conditions, competition, audience, and content, MOSAN does not guarantee:
Sales
Leads
Traffic
Ranking positions
Engagement metrics
MOSAN optimizes campaigns but cannot warrant performance outcomes.
9. Third-Party Services
MOSAN provides integrations with third-party platforms (e.g., Google, Meta, Stripe, delivery platforms).
MOSAN is not responsible for:
Third-party outages and policy changes
Delays caused by verification processes
Issues arising from the Client’s account misconfiguration
10. Limitation of Liability
To the maximum extent permitted by law: MOSAN is not liable for lost revenue, lost profits, indirect damages, or business interruption. MOSAN’s total liability is limited to the amount paid by the Client in the preceding 30 days. This limitation survives termination.
11. Privacy & Data Protection
MOSAN complies with Canadian privacy laws.
Client data is not sold or shared, except as required to provide the service (e.g., Google, Meta, delivery integrations, Stripe).
12. Cancellation & Termination
12.1 Client Cancellation
Monthly plans: cancel anytime; service continues until period endAnnual plans: eligible for a refund within 30 days (minus $250 admin fee); otherwise non-refundable.
12.2 MOSAN Termination
MOSAN may suspend or terminate service immediately if:Client violates this AgreementPayment fails repeatedlyClient engages in abusive, illegal, or fraudulent activityChargebacks occurServices stop upon termination.
13. Changes to Terms
MOSAN may update pricing or this Agreement with 30 days’ notice. Continued use after notice constitutes acceptance.
14. Governing Law
This Agreement is governed by the laws of the Province of Ontario and applicable Canadian laws.
15. Entire Agreement
This Agreement, together with the Service Schedule and Client’s order form/checkout, constitutes the entire agreement between MOSAN and the Client.
Service Schedule
1. PLAN OVERVIEW
This Service Schedule describes the services MOSAN provides under each Restaurant plan (Essential, Enhanced, Advanced). The actual plan, price, and any discounts applicable to a Client will be reflected in the Client’s order form, checkout confirmation, or invoice. If those differ from the pricing listed here, the Client-specific order controls.
MOSAN offers three subscription plans for restaurants:
| Plan |
Monthly Price |
Annual Discount |
Best For |
| Essential |
$129/mo |
20% off annually |
Restaurants needing website + digital basics |
| Enhanced |
$429/mo |
25% off annually |
Restaurants needing delivery, ads, analytics |
| Advanced |
$1,129/mo |
30% off annually |
Restaurants wanting CRM, loyalty, advanced performance |
2. PLAN FEATURES
Below is the complete, binding list of services provided under each plan.
Essential Plan – $129/month
+
| Category |
Description |
| Branded Website & Hosting |
Modern, responsive restaurant website hosted and managed by MOSAN. |
| Unlimited Updates & Support |
Menu edits, hours updates, promos, and content changes (reasonable use). |
| AI Chatbot |
Handles FAQs and guides customers 24/7. |
| Basic SEO |
On-page optimization, meta tags, and search indexing for primary pages. |
| Basic Workflows |
Up to 5 simple automations (notifications, forms, basic routing). |
| Google Business Profile Setup |
Setup or optimization for Google Search and Maps visibility. |
| Google Analytics Setup |
Tracking, basic events, and traffic monitoring. |
Enhanced Plan – $429/month
+
Includes everything in the Essential plan, plus:
| Category |
Description |
| Pickup & Delivery System |
Full online ordering setup for pickup and delivery, tablet support where applicable. |
| Card Printing |
Design of QR-linked cards. Printing costs covered by client. |
| QR Codes |
Dynamic QR codes for menus, feedback, promos, and ordering. |
| Reputation Management |
Tools to improve and track Google reviews + customer outreach flows. |
| Google Ads Management |
Ongoing Google Ads optimization (ad spend billed to your Google account). |
| Meta Ads Management |
Facebook + Instagram campaigns (spend billed to Meta account). |
| Performance Reports |
Monthly reporting summarizing website, ads, and review performance. |
| Multi-Location Discounts |
Volume-based discount for multi-location restaurants. |
Advanced Plan – $1,129/month
+
Includes everything in the Enhanced plan, plus:
| Category |
Description |
| AI Highlights |
AI-driven surfacing of promotions, specials, or content highlights. |
| CRM + Loyalty Program |
Track customer visits, reward points, and engagement across locations. |
| Email & SMS Campaigns |
4 monthly campaigns + automated flows (welcome, winback, birthdays). |
| Customer Feedback & Surveys |
Structured surveys and automated feedback collection workflows. |
| Unlimited Workflows |
Unlimited automation creation for marketing, ordering, or operations. |
| Advanced SEO |
Deeper keyword strategy, structured schema, stronger local SEO. |
| Advanced Google Ads |
Full-funnel campaigns, performance-max, local discovery optimization. |
| Advanced Meta Ads |
Advanced targeting, retargeting, A/B testing for better performance. |
| Multi-Location Discounts |
Applies to restaurant groups with 2+ locations under one brand. |
6. ADD-ONS (Annual Billing)
| Add-On |
Price |
Billed |
Includes |
| Domain |
$2/mo |
Annually ($24/yr) |
Domain registration + DNS config |
| Titan Business Email |
$4/mo |
Annually ($48/yr) |
Branded email + 10GB storage + aliases |
| Google Business Starter |
$7/mo |
Annually ($84/yr) |
Gmail + Drive + Docs + Meet + 30GB storage |
7. CLIENT RESPONSIBILITIES
The Client must provide the following for MOSAN to deliver services:
‣ Complete menu, pricing, and category information
‣ Professional photography, or permission for MOSAN to use licensed stock images
‣ Contact and business information
‣ Timely responses to MOSAN communications
‣ Access to accounts or platforms required for integrations
MOSAN will provide the Client with appropriate methods and tools for delivering all required content.
Delays in providing required information extend onboarding timelines.
8. Onnboarding Requirements
Onboarding begins once MOSAN receives all required information.
Estimated onboarding times:
Essential: 3–7 business days
Enhanced: 5–10 business days
Advanced: 10–14 business days
Timelines may extend due to:
‣ Missing content or credentials
‣ High-volume periods (You will be notified during your onboarding)
‣ Third-party verification (Google, Meta, etc.)
9. EXCLUDED FROM ALL PLANS (Unless Purchased Separately)
The following services are not included unless quoted separately:
‣ Custom photography or videography
‣ Full branding packages
‣ POS hardware or payment gateway merchant setups
‣ Custom-coded mobile apps (unless separately contracted)
‣ Unlimited redesigns or rebranding
‣ Content creation of any type
‣ Enterprise-level integrations
‣ In-person on-site support at restaurant locations
These may be purchased separately via a special service quote.
10. Continious Improvements
MOSAN regularly develops new workflows, AI enhancements, template improvements, and ordering capabilities. Clients receive new features applicable to their specific plan at no additional cost.
Major redesigns or rebranding require a separate quote.
11. SLA Summary (Operational Support)
Full support terms are in the MSA. The following outlines typical expectations:
Support Hours
‣ Monday–Friday, 10 AM – 6 PM EST
‣ 24/7 Emergency support for website or ordering outages
Response Times (Typical)
‣ Critical issues: same day
‣ High priority: 1–2 business days
‣ Routine updates: 2–3 business days
‣ Workflow creation: 3–7 business days
12. SERVICE LIMITATIONS
Performance of advertising or SEO cannot be guaranteed. MOSAN may throttle workflow creation if it interferes with system stability. Support response time may vary based on volume. Third-party platform outages (Google, Meta, delivery partners) are outside MOSAN’s control.
13. TERMINATION EFFECTS
When a Client cancels: Website remains online until the end of the paid billing cycle.
MOSAN-owned systems (templates, workflows, delivery integrations, CRM, loyalty) deactivate at the end of the cycle. Menu and content may be exported on request. Ads campaigns are paused or transferred upon request. Re-activation may require fees or a new subscription
