Termes et conditions

No items found.

Dernière mise à jour le 29 mai 2026

Conditions générales

Annexe des services médias

Annexe des services de la plateforme d'expérience client

Annexe A – Accord de niveau de service

Annexe B – Avenant sur le traitement des données des solutions d'expérience client

Annexe des services d'audiences de voyageurs

Annexe des services de mesure

‍

Les présentes Conditions générales de Sojern (« Conditions ») sont conclues entre l'entité Sojern mentionnée dans le Bon de commande (« Sojern »), et la partie contractante identifiée sur le Bon de commande (« Client »), désignées collectivement comme les « Parties » et individuellement comme une « Partie ». Les Parties acceptent par les présentes les présentes Conditions, y compris toute Annexe de service applicable, tout Bon de commande et tout Énoncé des travaux, chacun d'entre eux devenant contraignant pour les Parties et étant incorporé aux présentes Conditions dès l'exécution d'un Bon de commande («Date d'entrée en vigueur des Conditions »). Chaque Bon de commande ou Énoncé des travaux est régi par et incorpore les documents suivants, collectivement désignés comme le « Contrat, » qui se compose de :

Bon de commande et/ou Énoncé des travaux ;
Annexe(s) de service ; et
Les présentes Conditions.

En cas de conflit, l'ordre de priorité est celui énoncé ci-dessus par ordre de contrôle décroissant. Lorsque les présentes Conditions ou un Bon de commande ont été traduits dans une langue autre que l'anglais, cette ou ces traductions n'auront qu'une valeur informative et la version anglaise prévaudra en cas de conflit.

VEUILLEZ LIRE ATTENTIVEMENT CE CONTRAT AFIN DE VOUS ASSURER QUE VOUS COMPRENEZ CHAQUE DISPOSITION. CE CONTRAT CONTIENT UNE DISPOSITION D'ARBITRAGE OBLIGATOIRE QUI EXIGE LE RECOURS À L'ARBITRAGE POUR RÉSOUDRE LES LITIGES SUR UNE BASE DE RÉCLAMATION INDIVIDUELLE UNIQUEMENT ET SANS PROCÈS DEVANT UN JURY.

1. Définitions

« Contenu publicitaire » désigne tout contenu qui promeut les produits et/ou services du Client, y compris, mais sans s'y limiter, les images, les graphiques, le texte, les données, les liens ou d'autres objets ou codes numériques.

« Annonceur » désigne le client final pour lequel Sojern fournit ses Services. Il peut également s'agir d'un Hôtel Représenté.

« Affilié » désigne toute entité qui contrôle directement ou indirectement, est contrôlée par, ou est sous le contrôle commun de la Partie. Le « Contrôle », aux fins de cette définition, signifie la propriété ou le contrôle direct ou indirect de plus de 50 % des intérêts votants de la Partie. Toute entité juridique sera considérée comme une Filiale d'une Partie tant que cet intérêt est maintenu.

« Établissement affilié » désigne un hôtel ou une chaîne qui achète les Services Sojern directement auprès de Sojern, mais qui entretient une relation avec une marque d'entreprise en tant que franchisé ou autre.

« Agence » désigne une agence média ou une société de gestion qui achète les Services Sojern au profit de l'Hôtel qu'elle représente.

« Compte client » désigne un compte unique permettant au Client et à ses Utilisateurs d'accéder et d'utiliser les Services Sojern.

«Contenu publicitaire du client» désigne toutes images, graphiques, textes, données, liens ou autres objets ou codes numériques (liste non exhaustive) fournis par le Client (ou en son nom) qui sont inclus dans ou utilisés pour diffuser tout contenu faisant la promotion des produits et/ou services du client.

« Matériaux du client » désigne les matériaux, systèmes, données (y compris via CRM, SFTP, fichiers journaux, intégration SDK), le personnel, les marques et les logos du Client. Cela inclut le Contenu publicitaire du client.

‍« Actif(s) numérique(s) » désigne tout site Web, application mobile, application logicielle, plateforme numérique ou outil détenu, exploité, sous licence ou géré par le Client, ou un autre tiers faisant partie du réseau Sojern.

« Documentation » désigne la version actuelle des fichiers lisez-moi et d'aide, de la base de connaissances et de toute autre documentation applicable aux Services Sojern et mise à la disposition du Client.

‍« Utilisateur final » désigne les visiteurs ou clients de l'Annonceur visitant ou utilisant les Actifs numériques détenus par le Client ou d'autres tiers sur le réseau Sojern.

« Plateforme d'expérience client »/« PEC » désigne l'application cloud, l'application mobile et la plateforme de Sojern pour l'engagement et la gestion des clients, y compris la gestion de la relation client et tous les services de support, de maintenance et professionnels correspondants.

« Droits de propriété intellectuelle » désigne l'ensemble i) des brevets, des divulgations de brevets et des inventions (brevetables ou non), ii) des marques de commerce, des marques de service, des logos, des noms commerciaux ou d'entreprise, des noms de domaine, ainsi que de l'ensemble de la clientèle qui y est associée, iii) des droits d'auteur et des œuvres protégeables par le droit d'auteur (y compris les logiciels), des droits sur les données et les bases de données, iv) des secrets commerciaux, du savoir-faire et d'autres informations confidentielles, et v) de tous les autres droits ou formes de protection de nature similaire, quelle que soit leur désignation, qu'ils soient exécutoires, enregistrés ou non, dans n'importe quel pays.

« Bon de commande » désigne l'accord commercial conclu par les Parties qui énonce les prix et les options spécifiques pour la fourniture du Service par Sojern au Client. Les termes en majuscules utilisés dans le présent document mais non définis auront la signification établie dans le Bon de commande. Les Parties peuvent conclure plusieurs Bons de commande, le cas échéant.

« Services médias » désigne tous les services publicitaires fournis par Sojern conformément aux présentes Conditions, y compris les Services programmatiques, et la Publicité sur les médias sociaux, y compris les Services Meta, les Services Metasearch, les Services SEM, et tout autre service de publicité digitale tel que le marketing par e-mail (chacun selon le cas).

« Services professionnels » désigne tout service de conseil, d'architecture, de formation, de configuration ou toute autre solution annexe énoncée dans un Bon de commande et/ou un SOW.

« Hôtel(s) représenté(s) » désigne un hôtel ou une chaîne hôtelière qui utilise une agence ou une société de gestion pour acquérir et/ou gérer les Services Sojern en son nom.

« Données de service » désigne les données que Sojern collecte en utilisant la Technologie Sojern dans le cadre de la fourniture des Services Sojern via : le Réseau Sojern, les Actifs numériques du Client ou d'autres mécanismes applicables, et via la Plateforme Sojern. Cela pourrait inclure des informations agrégées et désidentifiées sur les Utilisateurs finaux.

« Filiale de Sojern » désigne toute Filiale de Sojern, y compris, sans limitation, RateGain Travel Technologies Limited et toute entité directement ou indirectement contrôlée par RateGain Travel Technologies Limited. Pour éviter toute ambiguïté, une Filiale de Sojern doit satisfaire à la définition de Filiale ; telle qu'énoncée ci-dessus au moment de tout accès ou utilisation des Matériaux du Client ou des Données de service.

« Réseau Sojern » désigne les sites Web, réseaux, applications mobiles, appareils, plateformes et canaux tiers qui ne sont pas détenus, exploités ou contrôlés par Sojern, mais sur lesquels Sojern a un droit contractuel de diffuser du Contenu publicitaire, de cibler des utilisateurs ou d'accéder à des données au nom du Client en utilisant la Technologie Sojern.

«Plateforme Sojern » désigne la plateforme Web et toute technologie sous-jacente permettant d'accéder à certains Services Sojern.

« Politiques de Sojern » désigne, selon le cas, la Politique publicitaire, la Politique d'utilisation acceptable et d'autres politiques de ce type.

« Annexe(s) de service » désigne les conditions spécifiques au service applicables au(x) Service(s) Sojern concerné(s).

« Service(s) Sojern » désigne tout service fourni par Sojern conformément à un Bon de Commande / ou un SOW en vertu des présentes Conditions par le biais de la Technologie Sojern, des Services Professionnels ou autrement.

« Technologie Sojern » désigne les solutions propriétaires de Sojern en matière de médias numériques, de marketing et de données utilisées pour fournir les Services Sojern, y compris la Plateforme Sojern, ainsi que tout script, tag, autre code logiciel, API, application mobile, logiciel ou intégration par Sojern dans le Réseau Sojern dans le cadre des Services Sojern.

« Utilisateurs » désigne une personne physique individuelle, qu'il s'agisse d'un employé, d'un sous-traitant ou d'un agent du Client, qui est autorisé par le Client à accéder et utiliser le Compte Client, à configurer les Services Sojern, à accéder aux rapports et analyses, ou à gérer les paiements. Si l'Utilisateur n'est pas un employé ou un sous-traitant du Client, l'utilisation des Services Sojern ne sera autorisée que si l'Utilisateur est soumis à des obligations de confidentialité envers le Client au moins aussi restrictives que celles des présentes Conditions et accède aux Services Sojern uniquement pour soutenir les objectifs commerciaux internes du Client avec le consentement de ce dernier. Sojern se réserve le droit de vérifier auprès du Client l'accès de tout Utilisateur.

2. Utilisation et Droits d'accès

2.1 Accès au Service Sojern. Sous réserve du paiement des Frais par le Client et sous réserve du Contrat, Sojern fournira les Services Sojern au Client, à ses Affiliés, pendant la Durée, sous réserve des limitations énoncées dans le Bon de Commande applicable et l'Annexe de service.

2.2 Compte Client. Dans le cadre de la réception des Services Sojern par le Client, il sera demandé au Client de créer un «Compte Client.» Selon les informations que le Client met à disposition lors de l'utilisation de la Technologie Sojern, le Client peut utiliser le Compte Client pour ajuster les budgets, la facturation et les paiements, configurer, gérer les utilisateurs et consulter divers types d'analyses, ce qui peut inclure les visites sur les sites Web désignés du Client, ainsi que les réservations générées par Sojern (le cas échéant). Si le Client crée un Compte Client, il s'engage à fournir des informations exactes et véridiques lors de la création du Compte Client et à maintenir ces informations à jour. Le Client sera responsable de toutes les activités effectuées via le Compte Client, y compris les pertes subies par Sojern ou tout autre Utilisateur autorisé des Services Sojern résultant du manquement du Client à maintenir la sécurité des informations de son compte.

‍2.3 Utilisation de la Technologie Sojern et Accès Client. Pour permettre à Sojern de fournir les Services Sojern, Sojern : i) mettra la Technologie Sojern à la disposition du Client, et le Client mettra en œuvre et maintiendra la Technologie Sojern sur ses Actifs Numériques désignés, ou ii) le Client fournira l'accès à ses Actifs Numériques ou à ses Matériaux Client. Le Client obtiendra toutes les autorisations nécessaires pour mettre en œuvre, maintenir et utiliser la Technologie Sojern sur les Actifs Numériques désignés du Client. Sojern peut, de temps à autre, fournir au Client une mise à jour de la Technologie Sojern et le Client insérera ou mettra en œuvre rapidement, ou chargera tout tiers autorisé d'insérer ou de mettre en œuvre, ces mises à jour conformément aux instructions de Sojern. Afin de fournir les Services Sojern, Sojern et les Affiliés de Sojern peuvent chacun utiliser, analyser, traiter, stocker et combiner les Données de Service avec d'autres données, à condition que l'accès et l'utilisation des Données de Service par tout Affilié de Sojern soient (i) uniquement aux fins énoncées dans la présente Section 2.3, ii) lorsque les Données de Service incluent des données personnelles, sous réserve des exigences de l'Annexe D (Accord de Traitement des Données) et de tout accord de sous-traitant applicable. Sojern et les Affiliés de Sojern peuvent utiliser les Données de Service pour améliorer la Technologie et les Services Sojern, ainsi que d'autres programmes ou solutions, y compris au sein du groupe d'Affiliés Sojern, créer des analyses, des rapports et des audiences. Le Client ne peut utiliser la Technologie Sojern que conformément aux limitations énoncées dans le Contrat.

3. Paiements et Facturation

3.1 Conditions de paiement. Customer will pay Sojern in accordance with the Fees as set forth in the applicable Order Form (“Fees”), and Service Schedule. Payment of the Fees will be made using the method specified by the Customer via the Customer Account. Customer is responsible for keeping all account information accurate and up to date, including, as applicable, payment card, bank account information, address, and account contact information. Fees may include any related costs, including third-party services as noted on the applicable Order Form (or through other applicable means of notice). Customer hereby represents that Sojern is permitted to charge the payment of record noted in the Customer Account for all Fees, and that Customer will be responsible for all charges incurred by Users or other payment methods used (such as bank account information) in connection with a purchase or other monetary transaction interaction with Sojern. All Fees are payable as designated in the Order Form and are non-cancelable and non-refundable except as otherwise set forth within the applicable Order Form. Sojern reserves the right to apply any payment received to any outstanding invoice, including any Fees due to older invoices.

3.2 Disputes. In the event of late payment, Sojern may without waiving or prejudicing any other rights or remedies available: i) to charge the lesser of 1.5% per month or the maximum rate permitted by applicable law, ii) suspend the applicable Sojern Service(s) immediately until the Fees are brought current, and/or, iii) where applicable, automatically accelerate all remaining total Fees under the order becoming immediately due and payable. Customer will reimburse any costs or expenses (including, but not limited to, reasonable attorneys’ fees) incurred by Sojern to collect any amount that is not paid when due, and not properly disputed. If Customer is paying by payment card and if the payment card is declined for any installment, beginning five (5) days after the unsuccessful charge, Sojern may suspend the Sojern Services immediately until payment is brought current. If a PO number is required by the Customer in order for an invoice to be paid, then the Customer must provide such a number by emailing accounting.billing@sojern.com within three (3) days of execution of an Order Form. However, Customer’s failure to provide a PO does not relieve Customer of their obligation to pay the Fees.

‍3.3 Taxes. Customer will be responsible for all applicable taxes in connection with their Order Form or SOW, including, but not limited to, sales, use, excise, value-added, goods and services, consumption and other similar taxes or duties (“Taxes”). Should any payment for Sojern Services be subject to withholding tax by any government, Customer will reimburse Sojern for such withholding tax. If Customer is exempt from any Taxes for any reason, Sojern will exempt Customer from such Taxes on a going-forward basis once Customer delivers a duly executed and dated valid exemption certificate to Sojern and Sojern finance department has approved such exemption certificate. If for any reason a taxing jurisdiction determines that Customer is not exempt from such exempted Taxes and then assess Sojern such Taxes, Customer agrees to promptly pay Sojern for such Taxes, plus any applicable interest or penalties assessed.

4. Agency, Affiliates & Beta

4.1 Agency. If Customer is an Agency or management company signing an Agreement on behalf of a Represented Hotel who will be identified in such Agreement, Customer represents and warrants: (i) that it is authorized to sign the applicable Agreement(s) on behalf of the Represented Hotel; and (ii) Customer will assume liability for all invoices issued pursuant to the applicable Agreement(s) in the event that the Represented Hotel does not timely pay such invoices; iii) it agrees on behalf of the Represented Hotel to these Terms; iv) that all acts performed by Agency on behalf of its Represented Hotels in connection with the use of the Sojern Services shall be in strict compliance with these Terms. If the Agency has not bound a Represented Hotel to these Terms, the Agency will remain liable for performing any of the Represented Hotel’s obligations. Agency shall notify Sojern without undue delay should the relationship between the Agency and Represented Hotel terminate in a manner that impacts the Agreement.

4.2 Affiliated Property. If Customer is a corporate hotel brand and wants to access its Affiliated Property’s Customer Account with Sojern, Customer represents and warrants it has all appropriate consent and permission to access that Customer Account through its relationship with the Affiliated Property and will remain wholly liable to Sojern for any damages as a result of that access. Customer as a brand may allow the Affiliated Property to adopt these Terms for the Sojern Services.

4.3 Affiliates. An Affiliate of a Customer may use the Sojern Services under these Terms. However, Customer will remain responsible for the acts and omissions of their Affiliates in connection with each Affiliate’s use of the Sojern Services during their orders, including, without limitation, breach of the terms of the Agreement applicable to such Affiliate, even if such Control is no longer maintained. Any claim from any Affiliate that uses the Sojern Services under these Terms shall only be brought against Sojern by the Customer (who is the parent entity). Notwithstanding the foregoing, Sojern may refuse to provide the Sojern Services to any Affiliate that fails to pass, in Sojern’s reasonable business judgment, a background check or financial history audit.

‍4.4 Beta Products. Sojern may offer the right to use certain experimental features or products from time to time (“Beta Products”). All Beta Products are provided on an “as is” and “as available” basis, without any representations, warranties, covenants or obligations of any kind, and may be terminated by Sojern at any time. Any use of Beta Products by Customer is solely at the Customer’s own risk.

5. Intellectual Property and Privacy

5.1 Intellectual Property. Sojern is the sole owner or authorized licensee of all Intellectual Property Rights in and to the Sojern Technology, the Sojern Services, and Sojern-Created Content as well as any changes, derivatives, corrections, developments, enhancements, updates and other modifications, improvements by Sojern through Customer’s use of the Sojern Technology or Sojern Services. Subject to the Agreement and during the Term only, Sojern hereby grants Customer, a non-exclusive, non-transferable, and non-sub licensable license to access, use the Sojern Services and Sojern Created Content for its business purposes only.

5.2 Restrictions. Customer shall not or permit any third party to, i) alter, modify, or create any derivative works of the Sojern Services or Technology, the underlying source code, or the Documentation in any way, including without limitation customization, translation or localization; ii) rent, lease, license, sublicense, encumber, sell, offer for sale, or otherwise transfer rights to the Sojern Services, Technology or Documentation, including for timesharing or as a service bureau; iii) port, reverse compile, reverse assemble, reverse engineer, decompile, disassemble or otherwise attempt to discover the source code of the Sojern Services, Technology or Documentation; (iv) copy, distribute, link, frame, mirror or otherwise make available any portion of the Sojern Services, Technology to any third party other than a third-party contractor who may only use the to support the Customer’s internal purposes; (v) remove or alter any logos, trademarks, links, copyright or other notices, legends or markings from the Sojern Services or Documentation; (vi) attempt to bypass or tamper with the security, operation, use limits, or access control technology of the Sojern Services; (vii) attempt to access the accounts or data of any other customer; (viii) use the Sojern Services for benchmarking purposes or otherwise to analyze its workings and features for competitive purposes or in a manner that imposes unusual demands on the Sojern Services outside of normal functions and operations; (ix) use, or allow the use of, the Sojern Services by anyone located in, under the control of, or a national or resident of a U.S. embargoed country or territory or by a prohibited end user under export control laws; (x) use the Sojern Services in a manner that interferes with the use or enjoyment of it by others, including using the Sojern Services to create, use, send, store, or run viruses or other harmful computer code, files, scripts, agents, or other programs, or circumventing or disclosing the user authentication or security of the Sojern Services or any host, network, or account related thereto; or (xi) use the Sojern Services or Documentation in a way that: 1. violates applicable law or infringes upon the rights of a third party, including those pertaining to contract, intellectual property, privacy, or publicity; 2. or that violates Sojern Policies, which is incorporated herein and found here; 3. or that effects or facilitates the storage or transmission of libelous, tortious, or otherwise unlawful material including, but not limited to, material that is harassing, threatening, or obscene. Notwithstanding any other provision of this Agreement, in the event of Customer’s breach of any restrictions in this Section 5, Sojern shall have the right upon notice to immediately suspend the Sojern Services until such breach is corrected.

5.3 Customer Intellectual Property. Customer is the sole owner of its own Intellectual Property Rights.

As applicable, Customer hereby grants Sojern and Sojern Affiliates a worldwide, non-exclusive, royalty-free, fully paid up, transferable license, with a right to sublicense, to use, reproduce, distribute copies of, modify, publicly perform and publicly display and otherwise exploit Customer Ad Content, and if applicable, any other Customer Materials provided to Sojern: (i) as necessary to provide or support the Sojern Services, including by or through Sojern Affiliates acting in support of such provision; (ii) to serve the Customer Ad Content on Sojern Networks; (iii) create custom audiences; and (iv) in order to create advertisements, emails, and other messaging for Customer and Customer’s business, to be served on Sojern Networks, through email marketing campaigns, SMS, WhatsAPP and other messaging platforms, push notifications, and other communication channels. (“Sojern-Created Content”). Customer agrees that Sojern may use the Customer Ad Content and Customer’s name, trademarks, and/or logos: (i) on Sojern’s website; (ii) in communications about its business partners, including, without limitation, webinars, pitch decks, communications with the press without prior consent.

5.4 Other than as expressly provided for in these Terms, neither Party will acquire any right, title, possession, control or interest in any Intellectual Property Rights belonging to the other Party or the other Party’s licensors.

5.5 Privacy. If the Parties process personal data in the context of the Sojern Services, they agree to comply with their respective obligations under applicable privacy and data protection laws, regulations, and industry self-regulatory principles. Customer will provide notice to, and obtain any required consents from, its End Users and other applicable individuals regarding its collection, use, storage, or disclosure of personal data, including Sojern’s collection, use, storage, or disclosure of personal data when such data is collected directly from Customer’s Digital Assets. Personal data shall be treated in accordance with the Sojern Privacy Policy, available at https://www.sojern.com/privacy/privacy-policy, and Sojern shall maintain administrative, physical, and technical safeguards for protection of the security, confidentiality, and integrity of personal data. To the extent applicable under relevant privacy laws, these Terms incorporates by reference the Sojern Data Processing Addendum (“Sojern DPA”), available at https://www.sojern.com/partner-dpa/na-en, and Customer is a data controller and Sojern is a data processor with respect to personal data. If, as applicable under relevant privacy laws, Sojern cannot operate as a “processor” or “service provider”, it shall act as a “business,” “controller,” or equivalent term.

6. Third-Party Designated Websites/Services

Customer may authorize (and these Terms may serve as the authorization) Sojern or a third party to insert or implement the Sojern Technology on third-party designated website(s), booking engines, software, platform or procure third-party services on behalf of Customer. Sojern will not have any liability of any nature whatsoever which arises as a result of compliance with Customer’s authorization. Sojern makes no representations as to the suitability, functionality, or legality of any third-party websites, booking engines, or services that Customer has authorized for implementation of Sojern Technology. Customer’s correspondence or business dealings with a third party, and any other terms, conditions, warranties, or representations associated with such dealings, are solely between Customer and such third party. There are no third-party beneficiaries to these Terms. In the event that Customer chooses to integrate or interoperate third-party services with the Sojern Services in a manner that requires exchange or access customer data with such third-party services or third-party services provider, Customer grants Sojern: (a) the permission to allow the third-party services and third-party services provider to access customer data and information about Customer’s usage of the third-party services as appropriate and necessary to enable the interoperation of that third-party services with the Sojern Services, and will be fully responsible for all fees associated with such access; (b) acknowledge that any exchange of data between Customer and any third-party services is solely between Customer and the third-party services provider and is subject to the third-party services provider’s terms and conditions governing the use and provision of such third-party services; and (c) agree that Sojern is not responsible for any disclosure, modification or deletion of customer data resulting.

7. Warranties & Disclaimers

7.1 Customer. Customer represents and warrants that: (i) it will comply with all applicable local, state, national and international laws, including, but not limited to, laws governing intellectual property and other proprietary rights, data protection and privacy, as well as U.S. export laws and regulations; (ii) it has any necessary authorizations and consent to access: (a) the designated website(s), and (b) the Customer Materials and any other content provided by Customer to Sojern. The Customer represents and warrants that the Customer Materials (i) does not and will not infringe, violate or misappropriate any third-party rights, including any patent, trademark, trade secret, copyright, right of publicity, or any other intellectual property or proprietary right; and (ii) complies with Sojern’s Advertising Guidelines. Customer shall have the sole responsibility for the accuracy, quality, and legality of Customer Materials provided and the means by which Customer acquired the Customer Materials.

7.2 Sojern. Sojern represents and warrants that it will comply with all applicable local, state, national and international laws, including, but not limited to, laws governing intellectual property and other proprietary rights, data protection and privacy as well as U.S. export laws and regulations.

7.3 Sojern Professional Services. Sojern warrants that the Professional Services will be performed in a competent and workmanlike manner in accordance with accepted industry practices and the terms and conditions herein. However, if Customer does not provide Sojern with timely access to Customer Materials, then Sojern’s performance will be excused until access is provided. Customer’s exclusive remedy for breach of this warranty is to notify Sojern in writing within thirty (30) days of the non-conforming Professional Services. Upon receipt of such notice, at Sojern’s option, Sojern will either use commercially reasonable efforts to re-perform the Professional Services in conformance with these warranty requirements or will terminate the affected Professional Services and will refund Customer the prorated amount of Fees for the unperformed and non-conforming Professional Services. This Section sets forth Customer’s exclusive rights and remedies and Sojern’s sole liability in connection with the performance of Professional Services.

‍7.3 Disclaimer. EXCEPT FOR THE EXPRESS REPRESENTATIONS AND WARRANTIES STATED IN THE AGREEMENT: A) NEITHER PARTY MAKES ANY REPRESENTATION OR WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED IN FACT OR BY OPERATION OF LAW OR STATUTORY, AS TO ANY MATTER WHATSOEVER; AND B) EACH PARTY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND TITLE. In addition, there is no guarantee that Sojern Services will lead to any clicks, leads or actual acquisitions.

8. Confidentiality

8.1 Definition of Confidential Information. Each Party agrees that all business, technical and financial information that is designated as “Confidential” or “Proprietary,” or is disclosed in a manner that a reasonable person would understand the confidentiality of the information disclosed by a party (“Disclosing Party”) to the other party (“Receiving Party”) under an Agreement are the confidential property of the Disclosing Party and its licensors (“Confidential Information”). The Receiving Party shall not be obligated under this Section 8 with respect to information that: (i) is or has become readily publicly available through no fault of the Receiving Party or its employees or agents; (ii) is received from a third party lawfully in possession of such information and the Receiving Party has no knowledge of any disclosure restrictions on such third party to disclose such information; (iii) is disclosed to a third party by the Disclosing Party without restriction on disclosure; (iv) was rightfully in the possession of the Receiving Party without restriction prior to its disclosure by the other Party; or (v) was independently developed by employees or consultants of the Receiving Party without reliance on such Confidential Information.

8.2 Protection of Confidential Information. Except as expressly allowed herein, the Receiving Party will not use or disclose (except in connection with the performance of such Party’s obligations under this Agreement) any Confidential Information of the Disclosing Party. Receiving Party shall use the same degree of care to protect the confidentiality of the Confidential Information that it uses to protect its own confidential and proprietary information (but in no event less than reasonable care). Receiving Party may disclose Confidential Information to its employees, consultants and agents, and where Sojern is the Receiving Party, to Sojern Affiliates as permitted under Section 2.3 who reasonably need to know such Confidential Information for purposes of this Agreement, provided that Receiving Party shall ensure that such employees, consultants and agents (and Sojern Affiliates, where applicable) are bound by obligations of confidentiality substantially the same as the obligations in this Section. Receiving Party shall be liable for any disclosures of Confidential Information by its employees, consultants and agents in violation of this Section.

8.3 Compelled Disclosure. The Receiving Party may disclose Confidential Information of the Disclosing Party if it is compelled by law or governmental authority to do so, provided the Receiving Party gives the Disclosing Party prior notice of such compelled disclosure (to the extent legally permitted) and reasonable assistance, at the Disclosing Party's cost, if the Disclosing Party wishes to contest the disclosure. The Receiving Party shall limit any disclosure of Confidential Information pursuant to this Section to the extent strictly necessary to comply with the applicable request by such governmental entity. Any disclosure of Confidential Information pursuant to this Section shall not affect the confidential treatment of such disclosed Confidential Information.

8.4 Remedies. Receiving Party agrees that a breach of this Section may result in immediate and irreparable harm to the Disclosing Party that money damages alone may be inadequate to compensate. Therefore, in the event of such a breach, the Disclosing Party will be entitled to seek equitable relief, including but not limited to a temporary restraining order, temporary injunction or permanent injunction without the posting of a bond or other security.

9. Indemnification

9.1 Customer. Customer will defend, indemnify and hold Sojern, and its officers, directors and employees, harmless from and against any and all third-party claims, charges, complaints, proceedings, damages (direct or indirect), losses, liabilities, costs and expenses (including court costs and reasonable attorney’s fees) (“Claims”) due to, arising out of, or relating in any way to: (i) a breach by Customer of an Agreement (including these Terms); (ii) the Customer Ad Content or Customer Materials provided by Customer to Sojern; or (iii) instructions by Customer to Sojern or a third party for the implementation of Sojern Technology on designated website(s), booking engines, or services.

9.2 Sojern. Sojern will defend, indemnify and hold Customer, and its officers, directors and employees, harmless from and against any and all Claims due to, arising out of, or relating in any way to a third-party claim that i) the Sojern Technology infringes, violates or misappropriates any third-party rights, including any patent, trademark, trade secret, copyright, right of publicity, or any other intellectual property or proprietary right; or ii) Sojern’s gross negligence or willful misconduct under an Agreement. Notwithstanding the foregoing, Sojern will not be responsible for any Claims due to Customer’s or it’s User’s combination of Sojern Technology with goods and services provided by third-parties, adherence to specification, designs or instructions furnished by Customer’ or Customer’s modification of the Sojern Technology not described in the Documentation or otherwise authorized by Sojern. If any portion of the Sojern Technology may be subject to a Claim, then Sojern will have the option at its expense to: i) to modify such Technology to make it non-infringing, or ii) procure the right to continue using the technology. If these options are not possible, Sojern will provide a prorated refund to Customer to any prepaid fees for the infringing Sojern Technology received by Sojern under the Agreement that correspond to the unused portion of the Term (order). The remedies set out in this Section 9 are Customer’s sole and exclusive remedies for any actual or alleged infringement by Sojern of any third-party intellectual property right under these Terms.

9.3 Procedures. The Parties’ respective obligations in this Section requires: a) that Indemnified Party provides prompt written notice of the claim, and reasonable cooperation, information, in connection therewith, and b) the Indemnifying Party shall have sole control and authority to defend, settle, or compromise such claim, but shall not make any settlement without the Indemnified Party’s written consent (not to be unreasonably delayed). The Indemnifying Party will indemnify the Indemnified Parties against: i) all damages, costs, and attorneys’ fees finally awarded against any of them with respect to any Claim; ii) all out-of-pocket costs (including reasonable attorneys’ fees); iii) and all amounts the Indemnifying Party agreed to pay to any third party in settlement of any Claims under this Section.

10. Limitation of Liability

Except where prohibited by law, in no event will Sojern or any of its Affiliated entities be liable to Customer or any third party for any special, indirect, incidental, punitive, exemplary or consequential damages of any kind arising out of or in connection with: (i) the use of, or inability to use, the Sojern Services; (i) any content made available through the Sojern Services; or (iii) in connection with any agreement that incorporates these Terms, regardless of the form of action, whether in contract, tort, strict liability or otherwise, even if Sojern has been advised, or is aware, of the possibility of such damages. If Sojern is found liable for any damage or loss which arises out of or is in any way connected with an Agreement, then Sojern’s liability for any damage or loss which arises out of or is in any way connected with an Agreement will in no event exceed the amount paid by Customer for the provision of the Sojern Services during the six (6) months immediately preceding the date of the claim or one thousand (1,000) U.S. dollars, whichever is greater. In jurisdictions that do not allow for the limitation of liability set forth in these Terms, Sojern’s liability will be limited to the fullest extent allowed by applicable law.

11. Modification of Terms and Order Form

11.1 Sojern reserves the right to modify these Terms at any time at its sole discretion and without prior notice, by making the amended terms available on the Sojern website, with the date of revision stated in the title. Notwithstanding the foregoing, Sojern will use commercially reasonable efforts to provide notice of material changes to these Terms when such changes are enacted by posting notice within the updated Terms or within the Customer Account (as decided by Sojern in its sole discretion). Customer’s continued use of the Sojern Services will indicate acceptance of such modified terms. If any modification is unacceptable to Customer, Customer’s sole and exclusive remedy is to terminate all Agreements incorporating these Terms. Any negotiated changes to these Terms must be reflected in a countersigned writing.

11.2 Order Form. Except as otherwise specified herein, Order Forms may only be modified: (i) via Customer-initiated changes in the Customer Account (where applicable); or (ii) via countersigned amendment or new Order Form, (iii) or documentation confirming consent of new terms between the Parties.

12. Term and Termination; Effect of Termination

These Terms commence when Customer accepts or signs the Terms, and shall remain in effect for the duration of all Order Forms and/or SOW’S into which they are incorporated (“Term”). Unless otherwise specified in the Agreement, either Party may terminate such Agreement(s): with immediate effect by written notice if the other Party is in material breach of its obligations and fails to remedy within five (5) days of receipt of notice of such material breach. The Parties agree that the sections discussing payment obligations, privacy, Confidential Information, representations and warranties, indemnification, disclaimers, limitations of liability and the general terms will survive expiration or termination. Immediately upon termination for any reason, i) Customer’s access to the Sojern Service will be terminated and Customer will promptly cease all use of Sojern’s Confidential Information, ii) Customer will promptly, but in no event later than 15 days after termination, pay in full all Fees due prior to termination.

13. Assignment

In the event that Customer is party to a sale, merger, transfer, or consolidation of its assets (collectively, a “Change of Control”), all Agreement(s) (including these Terms and all payment obligations) will be binding upon the applicable purchaser, successor, transferee or assignee of Customer (the “New Owner”) upon completion of such transaction. Sojern may freely assign the Agreements. Customer shall use best efforts to notify Sojern not less than fifteen (15) days prior to the completion of a Change of Control, which written notice shall include contact information for the New Owner. If Customer fails to notify Sojern of the Change of Control, Sojern reserves the right to invoice Customer for the Fees derived prior to the Change of Control.

14. Relationship Between the Parties

Sojern and Customer are independent contractors. There is no joint venture, partnership, agency or fiduciary relationship existing between the Parties and the Parties do not intend to create any such relationship by this executing any Agreements.

15. Arbitration

READ THIS SECTION CAREFULLY BECAUSE IT REQUIRES THE PARTIES TO ARBITRATE THEIR DISPUTES AND LIMITS THE MANNER IN WHICH A PARTY CAN SEEK RELIEF FROM THE OTHER PARTY. For any dispute with Sojern, Customer agrees to first contact legal@sojernlegal.com and attempt to resolve the dispute with Sojern. In the unlikely event that the Parties have not been able to resolve a dispute after thirty (30) days, any controversy or claim related to this Agreement, or breach hereof, shall be settled by arbitration in the city of San Francisco, California by binding arbitration by JAMS, Inc. (“JAMS”) under the Optional Expedited Arbitration Procedures then in effect for JAMS. JAMS may be contacted at www.jamsadr.com. Any award with respect to any Agreement signed by Sojern, Inc., will be construed in accordance with the laws of the State of California, without regard to any conflict of law provision. Any award rendered shall be final, binding, and conclusive. A judgment upon the award rendered may be entered in any court having jurisdiction thereof. It is agreed that the unsuccessful Party to such an action shall pay the prevailing Party therein all costs related to the action, reasonable attorney’s fees and expenses incurred by the prevailing Party. With respect to any Agreements signed by Sojern Limited, such Agreements will be construed in accordance with the laws of England and Wales, without regard to any conflict of law provisions. With respect to any Agreements signed by Sojern Intl Limited, such Agreements will be construed in accordance with the laws of the Republic of Ireland, without regard to any conflict of law provisions. Notwithstanding, either Party may apply for injunctive or other equitable relief to protect or enforce that Party’s intellectual property rights in any court of competent jurisdiction where the other Party resides or has its principal place of business.

16. General Provisions

The Agreement(s) executed between Sojern and Customer constitute(s) the complete and exclusive agreement(s) between Sojern and Customer with respect to the subject matter hereof, superseding and replacing any and all prior and contemporaneous agreements, communications, and understandings (both written and oral) regarding such subject matter. If any provision of an Agreement (including these Terms) is deemed invalid or for any reason unenforceable, then that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect. If either Party chooses not to enforce strict performance of any right or provision under an Agreement (including these Terms), this will not be construed as a waiver of such right or provision. The Parties acknowledge and agree that notices in electronic format (e.g. e-mail or PDF) are an acceptable means of notice under these Terms.

‍

MEDIA SERVICES SERVICE SCHEDULE

Unless otherwise defined in this Service Schedule for the Media Services, capitalized terms will have the meaning given to them in the Agreement. Specific terms described below will only be applicable if Media Services are purchased.

1. Definitions

“Commission Campaigns” means the campaigns utilizing the Sojern Service that allows properties to pay a percentage of the booking value for Sojern-Driven Bookings, under a reconcilable booking model and/or gross booking model as applicable.

“Email Services” means Sojern managing Customer’s email marketing campaigns to drive Sojern-Driven Bookings.

“Metasearch Services” means metasearch marketing services provided by Sojern.

“Programmatic Services” means Sojern’s suite of programmatic display advertising services, which may include, without limitation, display, video and native advertising across multiple platforms.

“SEM Services” means search engine marketing services provided by Sojern.

“Social Media Services” means Sojern managing Customer’s Meta advertising (or other applicable social channels) campaigns through Sojern’s Meta Business Manager Account, with Customer allowing Sojern to purchase media and ad inventory on its behalf, and Sojern paying media costs associated with use of the Meta Services.

“Sojern-Driven Bookings” means bookings initiated by Customer customers via Customer’s designated website(s) or booking engines which can be attributed to the Sojern Services.

2. Customer Ad Content

2.1 Customer will provide Sojern with the Customer Ad Content or access to Customer Ad Content, and if applicable, other Customer Materials reasonably requested by Sojern, in order to enable Sojern to perform its duties under applicable Agreement(s). All Customer Ad Content provided by Customer shall adhere to Sojern’s Policies. Sojern reserves the right, in its sole discretion, to reject or remove any Customer Ad Content from the Sojern Network at any time. Sojern will use commercially reasonable efforts to obtain Customer’s approval of Sojern-Created Content prior to distribution on the Sojern Network; provided, however, failure by Customer to expressly reject Sojern-Created Content (and non-material variations thereof), will constitute approval by Customer. Customer agrees that Sojern may, in its sole discretion: (i) edit Customer Ad Content provided by Customer with respect to Customer Ad Content size and format; and (ii) test performance of variations of Customer Ad Content (e.g. exterior images vs. room images) to optimize performance of the Media Services.

3. Delivery of Media Services

3.1 Sojern reserves the right to limit, in its sole discretion, the provision and quantity of any feature or part of the Media Services to any person, entity or geographic area. Sojern also reserves the right to modify, amend, suspend, interrupt or terminate the Sojern Technology or the Sojern Network or any part thereof, at any time and for any reason, with or without notice to Customer and without liability to Customer or any third party.

3.2 Sojern will use commercially reasonable efforts to ensure that: (i) the Sojern Network does not include websites that are of a pornographic, defamatory, obscene or illegal nature, and (ii) where requested by Customer, the Sojern Created Content does not appear adjacent to Customer competitors, but because Sojern does not own or operate the sites within the Sojern Network, Sojern gives no guarantee or warranty of any kind that the Sojern Created Content will not be displayed in such contexts. Sojern expressly disclaims any and all liability in connection therewith and Customer hereby waives any legal or equitable rights or remedies Customer may have against Sojern with respect thereto. Customer’s sole and exclusive remedy with regards to i) only is as follows:

With respect to Commission Campaigns, Sojern will promptly remove the violating Ad and the Sojern Created Content; and
With respect to all other Media Services campaigns, Sojern will promptly remove the violating Sojern Created Content and offer Customer makegood impressions in an amount equal to the number of errant impressions.

‍3.3 Solely with respect to Commission Campaigns, Sojern will use best efforts to serve the Sojern Created Content on the Sojern Network; provided, however, that there is no guarantee that Sojern Created Content will be delivered. The placement of Sojern Created Content throughout the Sojern Network and priority and frequency with which the Sojern Created Content is served for Commission Campaigns will be at Sojern’s sole discretion.

4. SEM Services

4.1 SEM Services may be made available to Customer, at Customer’s express election (which, with respect to Commission Campaigns only, may be provided via e-mail or other method of consent). If Customer engages Sojern to provide SEM Services (where available), the following additional terms shall apply:

Customer agrees to permit Sojern to set up and manage search engine marketing accounts for Customer using products including, without limitation, Google Ads and Microsoft Bing Ads, which products will be selected by Sojern in its sole discretion.
As part of the SEM Services, Customer agrees that Sojern may (among other actions), create ad groups and copy, create and update keyword lists, and perform keyword targeting on Customer’s behalf. Customer further agrees to: (i) provide Sojern with all necessary information and materials to perform the SEM Services; and (ii) be responsible for ensuring that all of such information and materials are accurate and complete.
Customer represents that it is not running, and for the duration of the provision of SEM Services, it will not run or allow another third party to run Google Ads or Microsoft Bing campaigns for Customer’s properties for which Sojern is providing SEM Services without providing advance written notice to Sojern. Customer acknowledges that failing to abide by the aforementioned restriction may result in suspension of Customer’s Google Ads or Microsoft Bing accounts by the applicable provider. If Customer wishes to contact Google directly regarding any questions or concerns about the SEM Services provided on Google Ads, Sojern will, upon written request, provide Customer with its Customer ID for their Google Ads account(s).
Sojern represents and warrants that: (i) in performing SEM Services with partners such as Google Ads, Sojern complies with their policies, other applicable third party policies; (ii) Sojern will pay for all media fees associated with SEM Services, and, where applicable, will disclose if it is charging management fee in connection with the SEM Services; and (iii) the SEM Services will be performed in a good and workmanlike manner consistent with applicable industry standards. This warranty will be in effect for a period of thirty (30) days from the completion of any SEM Services. As Customer’s sole and exclusive remedy (and Sojern’s entire liability) for any breach of the foregoing warranty, Sojern will, at its sole option and expense, promptly re-perform any SEM Services that fail to meet this limited warranty.

5. Social Media Services

5.1 Meta Services may be made available to Customer, at Customer’s express election (which, with respect to Commission Campaigns only, may be provided via e-mail or other method of consent). If Customer engages Sojern to provide Meta Services (where available), the following additional terms shall apply:

Customer agrees to provide Sojern with all necessary information and materials to perform the Meta Services, including, without limitation, rights and permissions related to the Customer’s Meta Ad Account(s), Meta page(s), Meta catalog(s), Meta pixel(s); Customer’s product feeds (data file containing property/product information (non-user data)); and Customer’s creative data (image, video, HTML files).
Customer will be responsible for ensuring that all of such information and materials are accurate and complete and will continue to exclusively own all rights in such information and materials. Customer will be responsible for all activity conducted by any employee/affiliate of Customer who is given access by Sojern to the Meta Ad Account.

6. Metasearch Services

6.1 Metasearch Services may be made available to Customer, at Customer’s express election (which, with respect to Commission Campaigns only, may be provided via e-mail or other method of consent). If Customer engages Sojern to provide Metasearch Services (where available), the following additional terms shall apply:

Customer agrees to permit Sojern to set up and manage search engine marketing accounts for Customer and its properties using products including, without limitation, Google Hotel Ads, Microsoft Hotel Ads, and TripAdvisor, which products will be selected by Sojern in its sole discretion. Customer agrees to pay any applicable Metasearch Services Fees as provided by Sojern.
As part of the Metasearch Services, Customer agrees that Sojern may (among other actions), create campaigns, ad groups and hotel groups to bid on pricing information placement based on a user's itinerary and hotel attributes. Customer further agrees to provide Sojern with all necessary ARI feed(s) and tracking to perform the Metasearch Services.
Customer represents and warrants that it will use best efforts to: (i) provide and maintain accurate pricing information at all times while Sojern is providing Metasearch Services; and (ii) ensure tracking is set up and maintained in order to accurately track conversions.
Sojern represents and warrants that: (i) in performing the Metasearch Services via Google Ads, Sojern partners with Google and complies with the Google Third-Party Policy and other applicable third party policies; (ii) Sojern will pay for all media fees associated with Metasearch Services, and, where applicable, will disclose if it is charging management fee or other third party fees in connection with the Metasearch Services; and (iii) the Metasearch Services will be performed in a good and workmanlike manner consistent with applicable industry standards. This warranty will be in effect for a period of thirty (30) days from the completion of any Metasearch Services. As Customer’s sole and exclusive remedy (and Sojern’s entire liability) for any breach of the foregoing warranty, Sojern will, at its sole option and expense, promptly re-perform any Metasearch Services that fail to meet this limited warranty. If Customer wishes to contact Google directly regarding any questions or concerns about the Metasearch Services provided on Google Hotel Ads, Sojern will, upon written request, provide Customer with its Customer ID for their Google Ads account(s).

7. Email Services

7.1 Email Services may be made available to Customer as a channel within Commission Campaigns, at Customer’s express election (which may be provided via e-mail or other method of consent). If Customer engages Sojern to provide Email Services (where available), the following additional terms shall apply:

Customer agrees that Sojern will track Sojern-Driven Bookings attributed to the Email Services for the then-current month via the Customer Account Bookings Report. Customer acknowledges: i) that email-driven bookings may have different attribution methods or windows, which will be specified in the applicable Order Form or other applicable method of notice, and ii) that the Sojern-Driven Bookings will be auto-reconciled using Property Management System (PMS) data.
Customer agrees to permit Sojern to manage email marketing campaigns on its behalf in order to drive direct bookings in accordance to the process set forth by Sojern.
Customer agrees that Sojern may access its Digital Assets and/or Customer Materials in order to retrieve their End User’s email information in order to provide its Email Services. Customer represents and warrant that they will:
1. prior to submitting any End User contact data to Sojern for use in Email Services, Customer has obtained, and will maintain throughout the Term, valid consent from each End User to receive commercial or marketing email communications from Customer, meeting the following standards:
  1. for End Users in the European Economic Area, United Kingdom, or Switzerland: freely given, specific, informed, and unambiguous consent under GDPR Article 6(1)(a) and applicable national ePrivacy law, including where required a double opt-in confirmation;
  2. for End Users in Canada: express or implied consent under CASL, with the basis for implied consent documented where relied upon;
  3. for End Users in the United States: compliance with CAN-SPAM, including a valid physical mailing address and functioning unsubscribe mechanism in every email;
  4. for End Users in all other markets: such consent as is required under applicable local electronic communications and data protection law;
2. all such consents are: (A) documented and timestamped in a form sufficient to demonstrate compliance with applicable law; (B) retained by Customer for the duration of the Term plus a minimum of three (3) years; and (C) producible to Sojern upon written request within five (5) business days;
3. the privacy notice provided to each End User at the point of consent capture: (A) identifies Customer as the data controller; (B) identifies Sojern as a data processor acting on Customer's behalf; (C) describes the purpose of the email marketing; and (D) explains the End User's right to withdraw consent and unsubscribe at any time;
4. prior to submitting any End User list to Sojern, Customer has applied and suppressed all unsubscribe, opt-out, and do-not-contact requests received since the prior submission, regardless of the channel through which such requests were received;
5. where required by applicable law, Customer has checked and applied any applicable national do-not-contact registry prior to each submission;
6. all personal data submitted to Sojern for Email Services has been hashed in accordance with Sojern's Hashing and Data Submission Standards prior to submission;
7. comply with all applicable law relating to Email in Customer's use of the Services, including without limitation, CAN-SPAM, the Privacy and Electronic Communications Directive 2002/58/EC, the UK Privacy and Electronic Communications Regulations, Canada's Anti-Spam Legislation, and the GDPR. Customer shall be responsible for compliance with applicable Email regulations and data privacy laws.
8. Customer acknowledges and agrees that: (i) Sojern is not responsible for obtaining any necessary consents or permissions from End Users who receive Emails; (ii) Sojern's ability to deliver Email Services in a legally compliant manner is dependent on Customer having obtained valid consents in accordance with this Section; and (iii) Sojern reserves the right to suspend Email Services immediately and without liability if Sojern reasonably believes that Customer has failed to obtain or maintain valid consents, or has failed to apply opt-out requests, as required under this Section.
9. Customer further represents and warrants that it will: (i) maintain, throughout the Term, a consent management process that captures, records, and gives effect to End User consent and opt-out preferences; (ii) promptly notify Sojern in writing, and in any event within two (2) business days, upon becoming aware of any material failure in its consent collection or opt-out processing that may affect the validity of any contact data previously submitted to Sojern; and (iii) indemnify and hold harmless Sojern and its Affiliates from and against any losses, fines, penalties, regulatory costs, and expenses (including reasonable legal fees) arising from Customer's failure to obtain valid consents or to honour opt-out requests in accordance with this Section.

8. Commission Campaigns Invoicing

8.1 With respect to Commission Campaigns, Customer will be responsible for paying Sojern for Sojern-Driven Bookings in accordance with the payment terms of the applicable Agreement(s) (the “Commission”). The applicable models of invoicing for Commission are as follows:

Reconcilable Bookings
Customer will be responsible for paying Sojern Commission for Sojern-Driven Bookings, based on guest stays, with the ability to reconcile bookings. Unless otherwise agreed by the Parties, refundable cancellations and “no shows” (“Qualifying Exclusions”) will not be subject to Commission. Sojern will track and report Sojern-Driven Bookings for the then-current month via the Customer Account (the “Bookings Report”). Customer is responsible for using the Customer Account to reconcile the Bookings Report(s) with the Customer’s records of Qualifying Exclusions to determine the final monthly Commission. Bookings Reports will be available and updated daily during each month in the Customer Account. Customer will be able to reconcile Qualifying Exclusions in the Customer Account from the first day of each month until the eighth (8th) day of the following calendar month. Commission calculations for each month will be considered final and undisputed as of the ninth (9th) day of the subsequent calendar month, and no further reconciliations or adjustments to the Commission shall be permitted after such time. Following the calculation of the final Commission for each month,
Non-Reconcilable Gross Bookings
Sojern will track and report Sojern-Driven Bookings for the then-current month based on the gross booking amount for reservations on Customer’s website through the Bookings Report. Commissions for bookings will be calculated without reconciliation. For the avoidance of doubt, cancels and no-shows will not be excluded. Customers may be invoiced on a combination of Reconcilable Stays and Non-reconcilable Gross Bookings, as specified in the Order Form (or other applicable notice).

‍8.2 Invoicing for Commissions Campaigns. Sojern will invoice Customer for the final Commission. All invoices will be in the currency specified in the Order Form and, unless otherwise specified in an Order Form, exclusive of any sales, value added or similar tax, which will be payable by Customer at the time and in the manner required by law. Invoices will be sent to the contact address provided by Customer in the Customer Account on or about the tenth (10th) day of each calendar month. Any disputes regarding the accuracy of the invoice must be submitted to Sojern in writing within ninety (90) days of receipt of such invoice.

8.3 Termination. Either Party may terminate such Agreement(s) without cause upon seven (7) days’ prior written notice, which notice may be given by electronic mail.The Parties agree that the sections discussing payment obligations, privacy, Confidential Information, representations and warranties, indemnification, disclaimers, limitations of liability and the general terms will survive expiration or termination. Immediately upon termination for any reason, i) Customer’s access to the Sojern Service will be terminated and Customer will promptly cease all use of Sojern’s Confidential Information, ii) Customer will promptly, but in no event later than 15 days after termination, pay in full all Fees due prior to termination.

8.4 Effect of Termination for Reconcilable Bookings. Upon termination of a Commission Campaign, Sojern will deliver an invoice to Customer reflecting the final Commission and any third party fees owed. The final Commission will include: any remaining Sojern-Driven Bookings that have not been invoiced, discounted by the cancellation rate for Customer properties under the Agreement for the prior three (3) months (thereby calculating the final Commission and with no reconciliation being performed on the final invoice). In the event that Customer has no record of Sojern-Driven Bookings or cancellations prior to termination, the invoice for the final Commission will reflect the application of the standard cancellation rate for Customer’s geographical region as determined by Sojern analytics.

8.5 Effect of Termination for Non-Reconcilable Gross Bookings. Upon termination of a Commission Campaign, Sojern will deliver an invoice to Customer reflecting the final Commission and any third party fees owed. The final Commission will include: the total gross booking amount for all Sojern-Driven Bookings made prior to termination.

‍

GUEST EXPERIENCE PLATFORM SERVICE SCHEDULE

Unless otherwise defined in this Service Schedule for the Guest Experience Platform (“GEP”), capitalized terms will have the meaning given to them in the Agreement. Specific terms described below will only be applicable if Guest Experience Platform are purchased.

1. Definitions

“End User Information” means the names, email addresses, telephone numbers, and other required personal data of Customers or their end clients and visitors (collectively “End Users”) who have consented to provide such information and receive such messages from the Guest Experience Solutions.

2. Additional Usage Terms & Customer Responsibilities. The Guest Experience Platform must be configured in accordance with the Documentation in order for the Services to function properly. Customer agrees that Sojern will provide messaging, customer relationship management, and other functionality to End User who have consented to Customer to receive such messages and provide their End User Information. Customer will need to designate Users authorized to maintain the Sojern Platform, configure, access reports, insights from the Guest Experience Platform, subject to usage limits and restrictions herein and as specified in the Order Form or Sojern’s website, such as limits on the number of messages, rooms, or properties (“Usage Limits''). Customer will be charged the applicable Fees for any use in excess of the Usage Limits, and may add additional licenses throughout the Term as needed through an amendment, subject to paying applicable additional Fees. Access to Guest Experience Platform cannot be shared by Users, (but may be reassigned to a new User replacing a person who no longer requires access to GEP) and are licensed based on a per room or property model. Customer’s use of the Guest Experience Platform may be suspended at any time if Customer breaches any terms of the Agreement, including without limitation failing to timely pay Fees due. The Guest Experience Platform may be subject to other limitations as set forth in the Documentation, including, but not limited to, limits on disk storage space, the rate of incoming email requests, the number of inbound calls permitted to the API within a specified period of time, bounce rates, spam-complaint rates, the number of outbound calls made to a Customer’s API within a specified period of time, the number of messages the GEP will send to the End User within a specified period of time, or other deliverability metrics exceeding industry-accepted thresholds. Customer acknowledged that exceeding these other limitations may cause GEP to malfunction, may accrue additional Fees, or may result in immediate suspension of Customer’s email campaigns or access the Guest Experience Platform until compliance has occurred.‍

3. GEP Orders and Payment. Except as set forth in the applicable Order Form, Customer will pay all Fees associated with an Order Form in accordance with the following: (a) Fees are invoiced in advance for annual, pre-paid plans; (b) the first invoice will coincide with the Subscription Start Date (as defined in the Order Form); (c) payment will be due within fifteen (15) days from the date of the invoice. A fully executed order is non-cancellable and nonrefundable except as provided in this Agreement, and the Term as set forth in the Order Form is a continuous and non-divisible commitment for the entire duration of the Term. ‍

4. Usage of End User Information. Customer will retain all right, title and interest in End User Information and all Intellectual Property Rights therein. Nothing in this Agreement will confer to Sojern any right of ownership or interest in the End User Information, other than the limited license set forth herein. Sojern may collect, store, and use the End User Information in an aggregated, de-identified manner as provided for under Section 2.3 of the Terms, and in accordance with the GEP Privacy Policy found at https://www.sojern.com/privacy/gep-privacy-policy. Customer and Sojern agree that the processing of any personal data under the Guest Experience Platform shall be carried out in accordance with the provisions of the DPA, set forth here as Exhibit B.

5. Warranty Related to Messaging Use. The Guest Experience Platform allows Customers the ability to send and receive SMS, email, WhatsApp, and other types of messages (collectively, "Messaging", and each channel a "Messaging Channel"). Customer represents and warrants that, with respect to each Messaging Channel used through the Guest Experience Platform

Consent — all channels.
Prior to submitting any End User contact data to Sojern for use in Messaging, Customer has obtained, and will maintain throughout the Term, valid consent from each End User to receive communications through the specific Messaging Channel through which messages will be sent in accordance to the consent standard applicable to each channel and each jurisdiction. A consent obtained for one Messaging Channel (e.g. email) does not constitute valid consent for a different Messaging Channel (e.g. WhatsApp or SMS).
Consent documentation and records.
All consents are: (A) documented and timestamped in a form sufficient to demonstrate compliance with applicable law; (B) retained by Customer for the duration of the Term plus a minimum of three (3) years after the date of the last message sent to that End User; and (C) producible to Sojern upon written request within five (5) business days.

The privacy notice provided to each End User at the point of consent capture: (A) identifies Customer as the data controller; (B) identifies Sojern as a data processor acting on Customer's behalf; (C) specifies each Messaging Channel through which communications may be sent; and (D) explains the End User's right to withdraw consent and opt out of future messages at any time.
Opt-out and suppression.
Customer maintains documented procedures enabling each End User to opt out of Messaging at any time and through each Messaging Channel used, including: STOP/CANCEL keyword responses for SMS; unsubscribe links in every marketing email; opt-out mechanisms within WhatsApp and other messaging platforms as required by applicable law and Meta's Business Policy. Once an End User has opted out of a Messaging Channel, Customer will not re-enroll that End User to that Messaging Channel until new, fresh consent has been obtained. Customer will apply opt-out requests within 24 hours of receipt. Prior to each submission of End User contact data to Sojern, Customer will suppress all opt-out, unsubscribe, and do-not-contact requests received since the prior submission, regardless of the channel through which such requests were received.Where required by applicable law, Customer will check and apply applicable national do-not-contact registries prior to each submission.
Data submission — hashing requirement.
All personal data (including email addresses, phone numbers, and other personal identifiers) submitted to Sojern for use in Messaging through the Guest Experience Platform must be hashed prior to submission in accordance with Sojern's Hashing and Data Submission Standards. Submission of unhashed personal data is not permitted except where Sojern has expressly agreed otherwise in writing.
Legal compliance.
Customer will comply with all applicable laws relating to Messaging, including without limitation: the Telephone Consumer Protection Act (TCPA), CAN-SPAM, the Privacy and Electronic Communications Directive 2002/58/EC and its national implementing legislation, the UK Privacy and Electronic Communications Regulations, Canada's Anti-Spam Legislation (CASL). Customer shall be solely responsible for compliance with Messaging regulations and related data privacy laws in each jurisdiction where Messaging is used through the Guest Experience Platform.
Sojern's rights on non-compliance.
Customer acknowledges and agrees that: (A) Sojern is not responsible for obtaining any necessary consents or permissions from End Users; (B) Sojern's ability to deliver Messaging Services in a legally compliant manner is dependent on Customer having obtained valid consents in accordance with this Section; and (C) Sojern reserves the right to suspend Messaging through any or all Messaging Channels immediately and without liability if Sojern reasonably believes that Customer has failed to obtain valid consents, failed to apply opt-out requests, or failed to comply with applicable sender registration requirements. Upon Sojern's written request, Customer shall provide reasonable proof of compliance with this Section within five (5) business days. Sojern shall have no obligation to provide Messaging Services where Sojern reasonably believes that Customer has not complied with this Section.
Ongoing obligation and indemnity.
Customer further represents and warrants that it will: (A) maintain, throughout the Term, a consent management process that captures, records, and gives effect to End User consent and opt-out preferences for each Messaging Channel; (B) promptly notify Sojern in writing, and in any event within two (2) business days, upon becoming aware of any material failure in its consent collection, opt-out processing, or sender registration compliance that may affect the validity of any contact data previously submitted to Sojern; and (C) indemnify and hold harmless Sojern and its Affiliates from and against any losses, fines, penalties, regulatory costs, and expenses (including reasonable legal fees) arising from Customer's failure to obtain valid consents, honour opt-out requests, or comply with applicable sender registration requirements in accordance with this Section.

6. Support, & Service Warranty

6.1 Sojern shall provide support for the Guest Experience Platform in accordance with the applicable plan selected by Customer under the Order Form.

6.2 Sojern warrants that the Guest Experience Platform will perform in accordance with the Service Level Agreement (SLA) set forth here as Exhibit A, however, that the sole remedy for breach of this warranty or failure of the Services to perform shall be set forth in the SLA.

‍7. Term, Renewal & Termination for GEP. The Order Form will state the Term for the Guest Experience Platform ordered. If none is stated, the Term is one (1) year from the effective date of the Order. At the end of each Term, the associated order shall automatically renew for an additional annual term at the prices communicated to the Customer at least sixty (60) days prior to the end of that Term (or the same prices as the prior Term if no new prices are provided), unless Customer provides a notice of non-renewal by sending an email to the customer GEP representative at least thirty days (30) before the renewal date. Sojern will send the renewal notice to the contact email listed on the Customer Account unless Sojern is notified of another. Customer’s payment card number on file will be charged for the GEP renewal term in accordance with the terms set forth in the Agreement.

‍

Exhibit "A"
Service Level Agreement

This GEP Level Agreement (“SLA”) applies to your use of the Guest Experience Platform and is governed by the Guest Experience Platform Terms of Service (the “Agreement”).

Except where we specifically state something different in this SLA, this SLA is subject to the terms of the Agreement, and you can look to the Agreement to define capitalized terms. Sojern, Inc.reserves the right to change the terms of this SLA in accordance with the Agreement.

Definitions.
1. “Client” means the individual clients of the Customer who have consented to receive the messages at the election of the Customer from Guest Experience Platform.
2. “Client Information” means the names, email addresses, and telephone numbers of Customers Clients.
3. “Delivery Service" means a third-party service provider used to send messages to Client, for example a telephone service, messaging (e.g., What’s App), push notification provider (e.g., Google, Apple), SMS provider, or email provider.
4. “Client Outreach” means messages sent to a Client with their Client Information by the Customer through the Guest Experience Platform, which is triggered upon the requirements set by the Customer. The Customer must configure the Guest Experience Platform and supply the Client Information in accordance with the Documentation.
5. “Guest Experience Platform” means Sojern cloud-based guest engagement and management platform purchased by the Customer.
Service Commitment.‍
1. Sojern will use commercially reasonable efforts to meet the following service level commitments for the stated functions from the Guest Experience Platform:
  1. Platform Application SLA: Sojern’s ability to provide basic acknowledgement and resolution functionality via our web, mobile application for Client Outreach and other services will be available 99.9% of the time during any calendar month.
2. Sojern is not responsible for failures caused by factors not in Sojern’s control including but not limited to failures caused by:
  1. Problems beyond or outside of the Sojern Guest Experience Platform including (i) Customer’s own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers; (ii) a Force Majeure Event; or (iii) intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies; or iv). that result from Maintenance of which Sojern has provided a minimum seventy- two hours notice for. “Force Majeure Event” means (i) compliance with any act, order, demand or request of any government, governmental authority, or government agency; (ii) labor disputes, work stoppages or slowdowns of any kind; (iii) fires or hurricane, earthquake, flood and other natural disasters or fires; (iv) war, rebellion, act of terrorism, or civil disorder; (v) systemic internet issues or any other act or omission of any telecommunication or services provider; (vi) any other cause beyond Sojern’s reasonable control. “Maintenance” means scheduled Unavailability of the Sojern Platform. Maintenance will be no greater than an average of four (4) hours per month or a maximum of forty-eight hours (48) per year and will not exceed seven (7) hours in any calendar month.
  2. Issues that arise from Sojern’s suspension or termination of Customer’s right to use the Service as allowed or required by the Agreement, Acceptable Use Policy, government or court orders, or other agreements.
Customer Responsibilities. Customer will (i) configure and use the Guest Experience Platform correctly in accordance with the Documentation. Sojern ability to meet its obligations in this SLA are dependent upon Customer performing its responsibilities.
Service Credits.‍
1. If Sojern fails to meet the SLA set forth herein, Customer may receive a service credit. Customer will be eligible for a credit toward future fees owed to Sojern for the Sojern Guest Experience Platform. The Service Credit is calculated as ten percent (10%) of the fees paid for or attributable to the month when the alleged SLA breach occurred
2. Service Credits are subject to the following:
  1. Customer must submit a written Service Credit request to their Customer Service Representative within fifteen (15) days of occurrence of the alleged SLA breach. Customer must include reasonable evidence that they were affected by the alleged SLA breach.
  2. *Service Credits are not cumulative, that is, there shall only be a single Service Credits given for all Delivery Failures with a single cause.
  3. Service Credits are capped at a maximum of thirty percent (30%) of total fees paid for or attributable to the calendar month when the alleged SLA breach occurred.
  4. Customers who are past due on any payments owed to Sojern are not eligible to receive Service Credits.
  5. Service Credits cannot be exchanged for cash. Service Credits don’t entitle Customer to a refund or any other payment from Sojern.
3. THIS SERVICE LEVEL AGREEMENT SETS FORTH CUSTOMER’S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE OF SERVICE AVAILABILITY OR NON-PERFORMANCE OR FAILURE TO CONTACT THE DESIGNATED PERSONNEL.

‍

Exhibit "B"
Guest Experience Platform Data Processing Addendum

THIS DATA PROCESSING ADDENDUM (“DPA”) is entered into as of the Addendum Effective Date by and between: (1) Sojern, Inc. (“Sojern”); and (2) the entity or other person who is a counterparty to the Agreement (as defined below) into which this DPA is incorporated and forms a part (“Customer”), together the “Parties” and each a “Party”.

1. INTERPRETATION

1.1 In this DPA the following terms shall have the meanings set out in this Section 1, unless expressly stated otherwise;

“Addendum Effective Date” means the effective date of the Agreement.
“Agreement” means the agreement under which Sojern has agreed to provide services to Customer entered into by and between the Parties.
“Applicable Data Protection Laws” means the privacy, data protection and data security laws and regulations of any jurisdiction applicable to the Processing of Customer Personal Data under the Agreement, including, without limitation, GDPR and the CCPA (as and where applicable).
“CCPA” means the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act of 2020 (“CPRA”), and any binding regulations promulgated thereunder.
“Controller” means the entity that, alone or jointly with others, determines the purposes and means of the Processing of Personal Data, including, as applicable, any “business” as that term is defined by the CCPA.
“Customer Personal Data” means any Personal Data Processed by Sojern or its Sub-Processors on behalf of Customer to perform the Services under the Agreement (including, for the avoidance of doubt, any such Personal Data comprised within Customer Data).
“Data Subject Request” means the exercise by a Data Subject of its rights in accordance with Applicable Data Protection Laws in respect of Customer Personal Data and the Processing thereof.
“Data Subject” means the identified or identifiable natural person to whom Customer Personal Data relates.
“EEA” means the European Economic Area.
“GDPR” means, as and where applicable to Processing concerned: (i) the General Data Protection Regulation (Regulation (EU) 2016/679) (“EU GDPR”); and/or (ii) the EU GDPR as it forms part of UK law by virtue of section 3 of the European Union (Withdrawal) Act 2018 (as amended, including by the Data Protection, Privacy and Electronic Communications (Amendments etc.) (EU Exit) Regulations 2019) (“UK GDPR”), including, in each case (i) and (ii) any applicable national implementing or supplementary legislation (e.g., the UK Data Protection Act 2018), and any successor, amendment or re-enactment, to or of the foregoing. References to “Articles” and “Chapters” of, and other relevant defined terms in, the GDPR shall be construed accordingly.
“Personal Data” means “personal data,” “personal information,” “personally identifiable information” or similar term defined in Applicable Data Protection Laws.
“Personal Data Breach” means a breach of Sojern’s security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Customer Personal Data in Sojern’s possession, custody or control. For clarity, Personal Data Breach does not include unsuccessful attempts or activities that do not compromise the security of Customer Personal Data (such as unsuccessful log-in attempts, pings, port scans, denial of service attacks, or other network attacks on firewalls or networked systems).
“Personnel” means a person’s employees, agents, consultants or contractors.
“Process” and inflection thereof means any operation or set of operations which is performed on Personal Data or on sets of Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.
“Processor” means the entity that Processes Personal Data on behalf of the Controller, including, as applicable, any “service provider” as that term is defined by the CCPA.
“Restricted Transfer” means the disclosure, grant of access or other transfer of Customer Personal Data to any person located in: (i) in the context of the EEA, any country or territory outside the EEA which does not benefit from an adequacy decision from the European Commission (an “EU Restricted Transfer”); and (ii) in the context of the UK, any country or territory outside the UK, which does not benefit from an adequacy decision from the UK Government (a “UK Restricted Transfer”), which would be prohibited without a legal basis under Chapter V of the GDPR.
“SCCs” means the standard contractual clauses approved by the European Commission pursuant to implementing Decision (EU) 2021/914.
“Service Data” means any data relating to the use, support and/or operation of the Services, which is collected directly by Sojern from and/or about users of the Services and/or Customer’s use of the Service for use for its own purposes (certain of which may constitute Personal Data).
“Services” means those services and activities to be supplied to or carried out by or on behalf of Sojern for Customer pursuant to the Agreement.
“Sub-Processor” means any third party appointed by or on behalf of Sojern to Process Customer Personal Data.
“Supervisory Authority” means any entity with the authority to enforce Applicable Data Protection Laws, including, (i) in the context of the EEA and the EU GDPR, shall have the meaning given to that term in the EU GDPR; and (ii) in the context of the UK and the UK GDPR, means the UK Information Commissioner’s Office.
“UK Transfer Addendum” means the template Addendum B.1.0 issued by the ICO and laid before Parliament in accordance with s119A of the Data Protection Act 2018 on 2 February 2022, as it is revised under Section 18 of the Mandatory Clauses included in Part 2 thereof.

1.2 Unless otherwise defined in this DPA, all capitalised terms in this DPA shall have the meaning given to them in the Agreement.

2. SCOPE OF THIS DATA PROCESSING ADDENDUM

2.1 This DPA applies to Sojern’s Processing of Customer Personal Data under the Agreement.

2.2 Annex 2 (European Annex) to this DPA applies only if and to the extent Sojern’s Processing of Customer Personal Data under the Agreement is subject to the GDPR.

2.3 Annex 3 (California Annex) to this DPA applies only if and to the extent Sojern’s Processing of Customer Personal Data under the Agreement is subject to the CCPA with respect to which Customer is a “business” (as defined in the CCPA).

3. PROCESSING OF CUSTOMER PERSONAL DATA

3.1 Sojern shall not Process Customer Personal Data other than on Customer’s instructions or as required by applicable laws.

3.2 Customer instructs Sojern to Process Customer Personal Data as necessary to provide the Services to Customer under and in accordance with the Agreement.

3.3 The Parties acknowledge and agree that the details of Sojern's Processing of Customer Personal Data (including the respective roles of the Parties relating to such Processing) are as described in Annex 1 (Data Processing Details) to the DPA.

4. SOJERN PERSONNEL

Sojern shall take commercially reasonable steps to ascertain the reliability of any Sojern Personnel who Process Customer Personal Data, and shall enter into written confidentiality agreements with all Sojern Personnel who Process Customer Personal Data that are not subject to professional or statutory obligations of confidentiality.

5. SECURITY

5.1 Sojern shall implement and maintain technical and organisational measures in relation to Customer Personal Data designed to protect Customer Personal Data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure of or access as described in Annex 4 (Security Measures) (the “Security Measures”).

5.2 Sojern may update the Security Measures from time to time, provided the updated measures do not materially decrease the overall protection of Customer Personal Data.

6. SUB-PROCESSING

6.1 Customer generally authorizes Sojern to appoint Sub-Processors in accordance with this Section 6.

6.2 Sojern may continue to use those Sub-Processors already engaged by Sojern as at the date of this DPA (as those Sub-Processors are shown, together with their respective functions and locations, in the Sub-Processor list contained in Annex 5 (the “Sub-Processor List”).

6.3 Sojern shall give Customer prior written notice of the appointment of any proposed Sub-Processor, including reasonable details of the Processing to be undertaken by the Sub-Processor, by updating Customer with the changes to the Sub-Processor List via email sent to Customer’s contact point as set out in Annex 1 (Data Processing Details). Company may object to a new sub-processor by submitting an objection by email to sojernprivacy@Sojern.com with subject line “Sub-processor Objection,” along with a contact’s name, company’s name, name of the Sojern product or service, name of the sub-processor, and a justifiable ground for objection. If Client does not object within ten (10) days following an update to the list of sub-processors, the new sub-processor(s) will be deemed accepted. If Company reasonably objects to a change and Sojern is unable to resolve such objection, Company may terminate the Agreement and DPA.

6.4 With respect to each Sub-Processor, Sojern shall maintain a written contract between Sojern and the Sub- Processor that includes terms which offer at least an equivalent level of protection for Customer Personal Data as those set out in this DPA (including the Security Measures).

7. DATA SUBJECT RIGHTS

7.1 Sojern, taking into account the nature of the Processing of Customer Personal Data, shall provide Customer with such assistance as may be reasonably necessary and technically feasible to assist Customer in fulfilling its obligations to respond to Data Subject Requests. If Sojern receives a Data Subject Request, Customer will be responsible for responding to any such request.

7.2 Sojern shall:

promptly notify Customer if it receives a Data Subject Request; and
not respond to any Data Subject Request, other than to advise the Data Subject to submit the request to Customer, except on the written instructions of Customer or as required by Applicable Data Protection Laws.

8. PERSONAL DATA BREACH

Breach notification and assistance

8.1 Sojern shall notify Customer without undue delay upon Sojern’s discovering a Personal Data Breach affecting Customer Personal Data. Sojern shall provide Customer with information (insofar as such information is within Sojern’s possession and knowledge and does not otherwise compromise the security of any Personal Data Processed by Sojern) to allow Customer to meet its obligations under the Applicable Data Protection Laws to report the Personal Data Breach. Sojern’s notification of or response to a Personal Data Breach shall not be construed as Sojern’s acknowledgement of any fault or liability with respect to the Personal Data Breach.

8.2 Sojern shall reasonably co-operate with Customer and take such commercially reasonable steps as may be directed by Customer to assist in the investigation of any such Personal Data Breach.

8.3 Customer is solely responsible for complying with notification laws applicable to Customer and fulfilling any third-party notification obligations related to any Personal Data Breaches.

Notification to Sojern

8.4 If Customer determines that a Personal Data Breach must be notified to any Supervisory Authority, any Data Subject(s), the public or others under Applicable Data Protection Laws, to the extent such notice directly or indirectly refers to or identifies Sojern, where permitted by applicable laws, Customer agrees to:

notify Sojern in advance; and
in good faith, consult with Sojern and consider any clarifications or corrections Sojern may reasonably recommend or request to any such notification, which: (i) relate to Sojern’s involvement in or relevance to such Personal Data Breach; and (ii) are consistent with applicable laws.

9. RESTITUTION ET SUPPRESSION

9.1 Sous réserve de la section 9.2, en cas de résiliation du Contrat, Sojern devra, au choix du Client, supprimer ou anonymiser de manière irréversible toutes les Données Personnelles du Client traitées pour les Services, ou restituer toutes ces Données Personnelles du Client au Client.

9.2 Sojern peut conserver les Données Personnelles du Client lorsque la loi applicable le permet ou l'exige, pendant la période requise par cette loi applicable, à condition que Sojern :

maintienne la confidentialité de toutes ces Données Personnelles du Client ; et
Traite les Données Personnelles du Client uniquement dans la mesure nécessaire aux fins spécifiées dans la loi applicable permettant ou exigeant une telle conservation.

10. DROITS D'AUDIT

10.1 Sojern mettra à la disposition du Client, sur demande, les informations que Sojern (agissant raisonnablement) juge appropriées dans les circonstances pour démontrer sa conformité avec la présente DPA et les Lois applicables sur la protection des données.

10.2 Sous réserve des Sections 10.3 à 10.4, dans le cas où le Client (agissant raisonnablement) est en mesure de fournir des preuves documentaires que les informations mises à disposition par Sojern conformément à la Section 10.1 ne sont pas suffisantes dans les circonstances pour démontrer la conformité de Sojern avec la présente DPA, Sojern autorisera et contribuera aux audits menés par le Client ou un auditeur mandaté par le Client en relation avec le Traitement des Données Personnelles du Client par Sojern.

10.3 Avant de procéder à tout audit, le Client doit soumettre un plan d'audit détaillé proposé prévoyant le traitement confidentiel de toutes les informations échangées dans le cadre de l'audit et de tout rapport concernant les Résultats et observations de celui-ci. Le plan d'audit proposé doit décrire la portée, la durée et le calendrier de l'audit. Sojern collaborera avec le Client pour convenir d'un plan d'audit final. Une fois l'audit terminé, le Client partagera rapidement les résultats de l'audit avec Sojern.

10.4 Si les contrôles ou mesures à évaluer dans l'audit demandé sont traités dans un rapport d'audit SOC 2 Type 2, ISO, NIST ou similaire réalisé par un auditeur tiers qualifié dans les douze (12) mois suivant la demande d'audit du Client («Rapport d'audit») et que Sojern a confirmé par écrit qu'il n'y a pas de changements matériels connus dans les contrôles audités et couverts par ce(s) Rapport(s) d'audit, le Client accepte la fourniture de ce(s) Rapport(s) d'audit au lieu de demander un audit de ces contrôles ou mesures.

11. RESPONSABILITÉS DU CLIENT

11.1 Le Client convient que, sans limiter les obligations de Sojern en vertu de la Section 5 (Sécurité), le Client est seul responsable de son utilisation des Services, y compris

faire un usage approprié des Services pour maintenir un niveau de sécurité approprié au risque concernant les Données Personnelles du Client ;
sécuriser les identifiants d'authentification du compte, les systèmes et les appareils que le Client utilise pour accéder aux Services ;
sécuriser les systèmes et appareils du Client que Sojern utilise pour fournir les Services ; et
sauvegarder les Données Personnelles du Client.

11.2 Le Client s'assurera :

qu'il existe, et existera tout au long de la durée du Contrat, une base légale valide pour le Traitement par Sojern des Données Personnelles du Client conformément à la présente DPA et au Contrat (y compris, toutes les instructions émises par le Client de temps à autre concernant un tel Traitement) aux fins de toutes les Lois applicables sur la protection des données ; et
que toutes les personnes concernées ont
1. été informées de tous les avis et déclarations requis et
2. fourni tous les consentements requis, dans chaque cas

(i) et (ii) relatifs au Traitement par Sojern des Données Personnelles du Client. Le Client, à la demande de Sojern, fournira la preuve que tous les consentements requis ont été obtenus par le Client.

11.3 Le Client accepte que le Service, les Mesures de Sécurité et les engagements de Sojern en vertu du présent DPA sont adéquats pour répondre aux besoins du Client, y compris en ce qui concerne toute obligation de sécurité du Client en vertu des Lois Applicables sur la Protection des Données, et fournissent un niveau de sécurité approprié au risque concernant les Données Personnelles du Client.

11.4 Le Client ne doit pas fournir ou mettre à la disposition de Sojern des Données Personnelles du Client contenant des

numéros de sécurité sociale ou autres numéros d'identification émis par le gouvernement ;
informations de santé protégées soumises à la loi HIPAA (Health Insurance Portability and Accountability Act) ou d'autres informations concernant les antécédents médicaux d'un individu, son état mental ou physique, ou un traitement médical ou un diagnostic par un professionnel de la santé ;
informations d'assurance maladie ;
informations biométriques ;
mots de passe de tout compte en ligne ;
identifiants de tout compte financier ;
données de déclaration fiscale ;
toute information de carte de paiement soumise à la norme de sécurité des données de l'industrie des cartes de paiement ;
Données Personnelles d'enfants de moins de 13 ans ;
données relatives aux condamnations pénales et aux infractions ; et/ou
toute autre information relevant de catégories spéciales ou sensibles de données personnelles (telles que définies dans les Lois Applicables sur la Protection des Données) (ensemble, les « Données Restreintes »).

12. RESPONSABILITÉ

La responsabilité globale totale de l'une ou l'autre Partie envers l'autre Partie, quelle qu'en soit la cause, en vertu ou en relation avec le présent DPA et les CCT (si et dans la mesure où elles s'appliquent) ne dépassera en aucun cas les limitations ou plafonds de, et sera soumise aux exclusions de, responsabilité et de perte convenus par les Parties dans le Contrat ; à condition que, rien dans la présente Section 12 n'affectera la responsabilité d'une personne envers les Personnes concernées en vertu des dispositions relatives aux tiers bénéficiaires des Clauses Contractuelles Types (si et dans la mesure où elles s'appliquent).

13. DONNÉES DE SERVICE

13.1 Le Client reconnaît que Sojern peut collecter, utiliser et divulguer les Données de service pour ses propres besoins commerciaux, tels que :

à des fins de comptabilité, de fiscalité, de facturation, d'audit et de conformité ;
pour fournir, améliorer, développer, optimiser et maintenir les Services ;
pour enquêter sur la fraude, le spam, l'utilisation abusive ou illégale des Services ; et/ou
comme autrement autorisé ou requis par la loi applicable.

13.2 En ce qui concerne tout Traitement décrit dans la Section 13.1, Sojern :

Détermine de manière indépendante les finalités et les moyens de ce Traitement ;
se conformera aux Lois applicables en matière de protection des données (si et dans la mesure où elles s'appliquent dans le contexte) ;
traitera ces Données de service comme décrit dans les avis/politiques de confidentialité pertinents de Sojern, tels que mis à jour de temps à autre ; et
lorsque cela est possible, appliquera des garanties techniques et organisationnelles à toutes les Données Personnelles pertinentes qui ne sont pas moins protectrices que les Mesures de Sécurité.

13.3 Afin d'éviter toute ambiguïté, le présent DPA ne s'appliquera pas à la collecte, à l'utilisation, à la divulgation ou à tout autre Traitement des Données de service par Sojern, et les Données de service ne constituent pas des Données Personnelles du Client.

14. MODIFICATION DES LOIS
Sojern peut, moyennant préavis, modifier le présent DPA dans la mesure où (agissant raisonnablement) elle l'estime nécessaire pour répondre aux exigences des Lois applicables en matière de protection des données de temps à autre, y compris en modifiant ou en remplaçant les Clauses Contractuelles Types de la manière décrite au paragraphe 3.3 de l'Annexe 2 (Annexe Européenne).

15. INTÉGRATION ET PRÉCÉDENCE

15.1 Le présent DPA sera intégré au Contrat et en fera partie à compter de la Date d'entrée en vigueur de l'Addendum.

15.2 En cas de conflit ou d'incohérence entre :

le présent DPA et le Contrat, le présent DPA prévaudra ; ou
toutes Clauses Contractuelles Types conclues conformément au paragraphe 2 de l'Annexe 2 (Annexe Européenne) et le présent DPA et/ou le Contrat, les Clauses Contractuelles Types prévaudront en ce qui concerne le Transfert Restreint auquel elles s'appliquent.

Annexe 1
Détails du traitement des données
Sojern / DÉTAILS DE L'« IMPORTATEUR DE DONNÉES »

Nom :

Sojern, Inc.

Adresse :

575 Market Street, 4e étage, San Francisco, CA 94105 États-Unis

Coordonnées pour la protection des données :

sojernprivacy@Sojern.com

Activités de Sojern :

En vertu du contrat, Sojern fournit des services de concierge IA, de gestion de la réputation et/ou de marketing client, en fonction des capacités spécifiques pour lesquelles le Client a contracté.

Rôle :

Sous-traitant

‍

CLIENT / DÉTAILS DE L'« EXPORTATEUR DE DONNÉES »

Nom :

L'entité ou toute autre personne qui est une contrepartie au contrat.

Adresse :

L'adresse du Client est l'adresse indiquée dans le contrat conclu entre le Client et Sojern ; ou
si le contrat ne contient pas l'adresse, l'adresse principale d'activité commerciale du Client, sauf notification contraire à sojernprivacy@Sojern.com

Coordonnées pour la protection des données :

Les coordonnées du Client sont :

les coordonnées indiquées dans le contrat ; ou
si le contrat n'inclut pas les coordonnées, les coordonnées du Client soumises par le Client et associées au compte du Client pour les Services – sauf notification contraire à sojernprivacy@Sojern.com

Activités du Client :

Les activités du Client pertinentes pour le présent DPA sont l'utilisation et la réception des Services en vertu et conformément au contrat, et aux fins prévues et autorisées par celui-ci, dans le cadre de ses opérations commerciales courantes.

Rôle :

Responsable du traitement – en ce qui concerne tout Traitement de Données personnelles du Client pour lequel le Client est lui-même Responsable du traitement ; et
Sous-traitant – en ce qui concerne tout Traitement de Données personnelles du Client pour lequel le Client agit lui-même en tant que Sous-traitant pour le compte de toute autre personne (y compris ses sociétés affiliées, le cas échéant).

Catégories de personnes concernées :

Les personnes concernées pertinentes comprennent toutes les personnes concernées que le Client demande à Sojern de traiter dans le cadre de la fourniture du Service, y compris :

Prospects marketing
Les propres clients, visiteurs du site Web ou visiteurs d'applications mobiles du Client
Utilisateurs finaux et autres utilisateurs des produits et services du Client

Catégories de Données personnelles :

Les Données personnelles pertinentes comprennent toutes les catégories de données que le Client demande à Sojern de traiter dans le cadre de la fourniture du Service, y compris :

Informations de contact – par exemple, nom, adresse personnelle et/ou professionnelle, adresse e-mail, coordonnées téléphoniques et autres informations de contact.
Informations de réservation et de séjour – par exemple, les détails et dates de réservation des utilisateurs finaux, leurs préférences de séjour, ainsi que leurs notes et avis.
Informations de messagerie – par exemple, le contenu des messages entre le Client et les utilisateurs finaux, contenus dans les e-mails, les SMS ou d'autres canaux de messagerie.

Catégories de données sensibles, et restrictions/garanties supplémentaires associées :

Aucune

Garanties supplémentaires pour les données sensibles :

S/O

Fréquence du transfert :

Continue – telle qu'initiée par le Client dans et par son utilisation, ou l'utilisation en son nom, des Services.

Nature du traitement :

Opérations de traitement nécessaires pour fournir les Services conformément au contrat.

Finalité du traitement :

Les Données Personnelles du Client seront traitées :

si nécessaire pour fournir les Services tels qu'initiés par le Client dans son utilisation de ceux-ci, et

pour se conformer à toute autre instruction raisonnable fournie par le Client conformément aux termes de la présente DPA.

Durée du traitement / Période de conservation :

Pour la période déterminée conformément au contrat et à la DPA, y compris la Section 9 de la DPA.

Transferts aux (sous-)traitants :

Les transferts aux sous-traitants sont tels que décrits, et aux fins décrites, de temps à autre dans la liste des sous-traitants.

‍

Annexe 2
Annexe européenne

1. TRAITEMENT DES DONNÉES PERSONNELLES DU CLIENT‍

1.1 Lorsque Sojern reçoit une instruction du Client qui, à son avis raisonnable, enfreint le RGPD, Sojern en informera le Client.

1.2 Le Client reconnaît et accepte que toutes les instructions émises par le Client concernant le traitement des données personnelles du Client par ou au nom de Sojern, conformément ou en relation avec le Contrat, doivent être conformes au RGPD et à toutes les autres lois applicables.

‍2. ANALYSE D'IMPACT RELATIVE À LA PROTECTION DES DONNÉES ET CONSULTATION PRÉALABLE‍

2.1 Sojern, compte tenu de la nature du traitement et des informations dont elle dispose, fournira une assistance raisonnable au Client, aux frais du Client, pour toute analyse d'impact relative à la protection des données et toute consultation préalable avec les autorités de contrôle que le Client estime raisonnablement être requises par l'article 35 ou l'article 36 du RGPD, dans chaque cas, uniquement en relation avec le traitement des données personnelles du Client par Sojern.

2.2 Sauf dans la mesure où la loi applicable l'interdit, le Client sera entièrement responsable de tout le temps passé par Sojern (aux tarifs de services professionnels alors en vigueur de Sojern) dans le cadre de la coopération et de l'assistance fournies par Sojern au Client en vertu du paragraphe 2.1, et remboursera à Sojern, sur demande, tous les coûts ainsi encourus par Sojern.

3. TRANSFERTS RESTREINTS

‍‍Transferts restreints de l'UE‍

3.1 Dans la mesure où tout Traitement des Données Personnelles du Client en vertu du présent DPA implique un Transfert restreint de l'UE du Client vers Sojern, les Parties se conformeront à leurs obligations respectives énoncées dans les CCT, qui sont par la présente réputées être :

remplies conformément à la Partie 1 de l'Annexe 1 à l'Annexe 2 (Annexe Européenne) ; et
conclues par les Parties et incorporées par référence au présent DPA.

‍Transferts restreints du Royaume-Uni‍

3.2 Dans la mesure où tout Traitement des Données Personnelles du Client en vertu du présent DPA implique un Transfert restreint du Royaume-Uni du Client vers Sojern, les Parties se conformeront à leurs obligations respectives énoncées dans les CCT, qui sont par la présente réputées être :

modifiées pour répondre aux exigences du RGPD du Royaume-Uni conformément à l'Addendum de Transfert du Royaume-Uni et remplies conformément à la Partie 2 de l'Annexe 1 à l'Annexe 2 (Annexe Européenne) ; et
conclues par les Parties et incorporées par référence au présent DPA.

Adoption d'un nouveau mécanisme de transfert‍

3.3 Sojern peut, après notification, modifier le présent DPA et remplacer les CCT pertinentes par :

toute nouvelle forme des CCT pertinentes ou tout remplacement de celles-ci préparée et remplie en conséquence (par exemple, les clauses types de protection des données adoptées par la Commission européenne pour une utilisation spécifique en ce qui concerne les transferts vers des importateurs de données soumis à l'article 3, paragraphe 2, du RGPD de l'UE) ; ou
un autre mécanisme de transfert, autre que les CCT, qui permet le transfert légal des Données Personnelles du Client à Sojern en vertu du présent DPA, conformément au Chapitre V du RGPD.
‍

Annexe 1
À l'Annexe 2 (Annexe Européenne)
REMPLISSAGE DES CCT

‍Note

Dans le contexte de tout Transfert Restreint de l'UE, les CCT définies conformément à la Partie 1 de la présente Annexe 1 sont intégrées par référence et font partie intégrante de l'APD (si et dans la mesure où cela est applicable conformément au Paragraphe 3.1 de l'Annexe 2 (Annexe Européenne) à l'APD).

Dans le contexte de tout Transfert Restreint du Royaume-Uni, les CCT, telles que modifiées par l'Addendum de transfert britannique et définies conformément à la Partie 2 de la présente Annexe 1, sont intégrées par référence et font partie intégrante de l'APD (si et dans la mesure où cela est applicable conformément au Paragraphe 3.2 de l'Annexe 2 (Annexe Européenne) à l'APD).

PARTIE 1 : DÉFINITION DES CCT

‍1. SIGNATURE DES CCT :

‍Lorsque les CCT s'appliquent conformément au Paragraphe 3.1 de l'Annexe 2 (Annexe Européenne) à l'APD, chacune des Parties est par la présente réputée avoir signé les CCT au bloc de signature pertinent de l'Annexe I à l'Appendice aux CCT.

2. MODULES

‍Les modules suivants des CCT s'appliquent de la manière décrite ci-dessous (compte tenu du ou des rôles du Client définis dans l'Annexe 1 à l'Annexe 2 (Annexe Européenne) à l'APD) :

Le Module Deux des CCT s'applique à tout Transfert Restreint de l'UE impliquant le Traitement des Données Personnelles du Client pour lequel le Client est un Responsable du traitement à part entière ; et/ou
Le Module Trois des CCT s'applique à tout Transfert Restreint de l'UE impliquant le Traitement des Données Personnelles du Client pour lequel le Client agit lui-même en tant que Sous-traitant pour le compte de toute autre personne.

3. DÉFINITION DU CORPS DES CCT‍

3.1 Pour chaque Module des CCT, les dispositions suivantes s'appliquent si et dans la mesure où elles sont applicables à ce Module et à ses Clauses :

Dans la Clause 9, l'OPTION 2 : AUTORISATION ÉCRITE GÉNÉRALE s'applique, et le délai minimum de préavis pour l'ajout ou le remplacement de Sous-traitants sera le délai de préavis défini à la Section 6.3 de l'APD ; et
Dans la Clause 11, le langage optionnel n'est pas utilisé et est supprimé.
Dans la Clause 17, l'OPTION 1 s'applique, et les Parties conviennent que les CCT seront régies par le droit irlandais en ce qui concerne tout Transfert Restreint de l'UE ; et
Aux fins de la Clause 18, les Parties conviennent que tout litige découlant des CCT en relation avec tout Transfert Restreint de l'UE sera résolu par les tribunaux irlandais, et la Clause 18(b) est complétée en conséquence.

4. COMPLÉTION DES ANNEXES À L'APPENDICE DES CCT

‍4.1 L'Annexe I à l'Appendice des CCT est complétée avec les informations correspondantes détaillées dans l'Annexe 1 (Détails du Traitement des Données) à l'APD, avec :

le Client étant l'« exportateur de données » ; et
Sojern étant l'« importateur de données ».

4.2 La Partie C de l'Annexe I à l'Appendice des CCT est complétée comme suit :
L'autorité de contrôle compétente est déterminée comme suit :

Lorsque le Client est établi dans un État membre de l'UE : l'autorité de contrôle compétente est l'autorité de contrôle de l'État membre de l'UE dans lequel le Client est établi.
Lorsque le Client n'est pas établi dans un État membre de l'UE, l'Article 3(2) du RGPD s'applique et le Client a désigné un représentant de l'UE en vertu de l'Article 27 du RGPD : l'autorité de contrôle compétente est l'autorité de contrôle de l'État membre de l'UE dans lequel le représentant de l'UE du Client, pertinent pour le traitement en vertu des présentes, est basé (ponctuellement).
Lorsque le Client n'est pas établi dans un État membre de l'UE, l'Article 3(2) du RGPD s'applique, mais le Client n'a pas désigné de représentant de l'UE en vertu de l'Article 27 du RGPD : l'autorité de contrôle compétente est l'autorité de contrôle de l'État membre de l'UE notifiée par écrit au point de contact de Sojern pour la protection des données identifié dans l'Annexe 1 à l'Annexe 2 (Annexe Européenne) à l'APD, qui doit être un État membre de l'UE dans lequel se trouvent les personnes concernées dont les données personnelles sont transférées en vertu des présentes Clauses en relation avec l'offre de biens ou de services, ou dont le comportement est surveillé.

4.3 L'Annexe II à l'Appendice des CCT est complétée comme suit :

Généralités :

Veuillez vous référer à la Section 5 de l'APD et à l'Annexe 4 (Mesures de Sécurité) à l'APD.
Dans le cas où le Client reçoit une Demande de Personne Concernée en vertu du RGPD de l'UE et nécessite l'assistance de Sojern, le Client doit envoyer un e-mail au point de contact de Sojern pour la protection des données identifié dans l'Annexe 1 (Détails du Traitement des Données) à l'APD.

Sous-traitants ultérieurs : Lorsque Sojern engage un Sous-traitant ultérieur en vertu des présentes Clauses, Sojern conclura un accord contractuel contraignant avec ce Sous-traitant ultérieur qui lui imposera des obligations de protection des données qui, en substance, respectent ou dépassent les normes pertinentes requises en vertu des présentes Clauses et de l'APD – y compris en ce qui concerne :

les mesures de sécurité des informations applicables ;
la notification des Violations de Données Personnelles à Sojern ;
la restitution ou la suppression des Données Personnelles du Client, selon les besoins ; et l'engagement de Sous-traitants ultérieurs supplémentaires.
‍

PART 2: UK RESTRICTED TRANSFERS

1. UK TRANSFER ADDENDUM
1.1 Where relevant in accordance with Paragraph 3.2 of Annex 2 (European Annex) to the DPA, the SCCs also apply in the context of UK Restricted Transfers as varied by the UK Transfer Addendum in the manner described below -

Part 1 to the UK Transfer Addendum. As permitted by Section 17 of the UK Transfer Addendum, the Parties agree:
1. Tables 1, 2 and 3 to the UK Transfer Addendum are deemed populated with the corresponding details set out in Annex 1 (Data Processing Details) and the foregoing provisions of this Attachment 1 (subject to the variations effected by the Mandatory Clauses described in (b) below); and
2. Table 4 to the UK Transfer Addendum is completed by the box labelled ‘Data Importer’ being deemed to have been ticked.
Part 2 to the UK Transfer Addendum. The Parties agreed to be bound by the Mandatory Clauses of the UK Transfer Addendum.

1.2 In relation to any UK Restricted Transfer to which they apply, where the context permits and requires, any reference in the DPA to the SCCs, shall be read as a reference to those SCCs as varied in the manner set out in Paragraph 1.1 of this Part 2.
‍

Annex 3
California Annex

1. Definitions. In this Annex, the terms “business purpose”, “commercial purpose”, “personal information”, “sell”, “service provider” and “share” shall have the respective meanings given thereto in the CCPA. CCPA and other capitalized terms not defined in this Schedule are defined in the DPA.

2. Sojern’s Obligations.‍

2.1 The business purposes and services for which Sojern is Processing personal information are for Sojern to provide the services to and on behalf of Customer as set forth in the Agreement.

2.2 It is the Parties’ intent that with respect to any personal information, Sojern is a service provider. Sojern (a) acknowledges that personal information is disclosed by Customer only for the limited and specific purposes described in the Agreement; (b) shall comply with applicable obligations under the CCPA and shall provide the same level of privacy protection to personal information as is required by the CCPA; (c) agrees that Customer has the right to take reasonable and appropriate steps under Section 10 (Audit Rights) of this DPA to help ensure that Sojern’s use of personal information is consistent with Customer’s obligations under the CCPA; (d) shall notify Customer in writing of any determination made by Sojern that it can no longer meet its obligations under the CCPA; and (e) agrees that Customer has the right, upon notice, including pursuant to the preceding clause, to take reasonable and appropriate steps to stop and remediate unauthorized use of personal information.

2.3 Sojern shall not (a) sell or share any personal information; (b) retain, use or disclose any personal information for any purpose other than for the business purposes specified in the Agreement, including retaining, using or disclosing the personal information for a commercial purpose other than the business purpose specified in the Agreement, or as otherwise permitted by CCPA; (c) retain, use or disclose the personal information outside of the direct business relationship between Sojern and Customer; or (d) combine personal information received pursuant to the Agreement with personal information (i) received from or on behalf of another person, or (ii) collected from Sojern’s own interaction with any consumer to whom such personal information pertains.

2.4 Sojern shall implement reasonable security procedures and practices appropriate to the nature of the personal information received from, or on behalf of, Customer, in accordance with Section 5 (Security) and Annex 4 (Security Measures) of the DPA.

2.5 When Sojern engages any Sub-Processor, Sojern shall notify Customer of such Sub-Processor engagements in accordance with Section 6 (Sub-Processing) of the DPA.

Annex 4
Security Measures

As from the Addendum Effective Date, Sojern will implement and maintain the Security Measures as set out in this Annex 4.

General. Sojern will establish, implement, and maintain appropriate administrative, technical and organizational measures that are designed to protect against unauthorized or unlawful processing of Personal Data and against accidental loss or destruction of, or damage to, Personal Data. These measures will be adequate to comply with applicable data protection laws and Sojern will comply at all times with its information security policies and information security program.
Information Security Policies and Standards. Sojern will maintain information security policies, standards, and procedures. These policies, standards, and procedures shall be kept up to date, and revised whenever relevant changes are made to the information systems that use or store Personal Data.
Vulnerability Management. Sojern will maintain a vulnerability management program for all systems that process Personal Data that includes without limitation internal and external vulnerability scanning with risk rating findings and formal remediation plans to address any identified vulnerabilities.
Risk Assessment. Sojern will conduct periodic risk assessments to identify and assess reasonably foreseeable risks to the security, confidentiality, and integrity of records containing Personal Data and evaluate and improve, where necessary, the effectiveness of its safeguards for limiting those risks.
Data Classification. Sojern will maintain policies and procedures to classify sensitive information assets, clarify security responsibilities, and promote awareness for all employees.
Encryption. Sojern will implement industry standard encryption mechanisms and strong cipher suites (AES 256- bit is recommended) for storage and transmission. Sojern will accept connections over encrypted channels (TLS is recommended).
Network Security. Sojern will secure its network by employing a defense-in-depth approach that utilizes commercially available equipment and industry standard techniques, including without limitation firewalls, intrusion detection systems, access control lists, and routing protocols.
Virus and Malware Controls. Sojern will protect Personal Data from malicious code and will install and maintain anti-virus and malware protection software on any system that handles Personal Data.
Access Control. Sojern will practice the principle of least privilege where access to Personal Data is only granted to those within the organization who have a business need for such access and permissions will be limited to the minimum amount required to perform the specific job function.
Processing Location. Personal Data will be Processed by Sojern in the United States, subject to applicable data protection laws that may require otherwise.
Incident Response. Sojern will maintain a data security incident response program and will document all suspected data security incidents. Sojern will investigate any data security incidents and take all necessary steps to eliminate or contain the data security incident.
Personnel. Sojern will maintain an information security awareness and training program and will train critical Sojern personnel on data protection measures and general cybersecurity protections.
Vendor. Sojern will maintain a vendor management program that will assess all vendors with whom Sojern exchanges Personal Data. Such vendors will be held to data security standards no less restrictive than those set forth herein.

Sojern may update or modify these Security Measures from time to time provided that such updates and modifications do not decrease the overall security of Customer Personal Data.

‍

Annex 5
‍‍Sub-Processor List

To support delivery of our Services, Sojern engages certain Sub-Processors to Process Customer Personal Data in accordance with the terms and conditions of the Guest Experience Platform Data Processing Agreement (the “DPA”). This list contains information about such Sub-Processors engaged by Sojern from time to time to Process Customer Personal Data.

Name	Purpose	Location
Amazon Web Services	Data storage, email service provider	United States
Bandwidth	SMS messaging services	United States
Redis	Data storage	United States
Stripe	Payment processing services	United States
Twilio	SMS messaging services	United States

‍

TRAVELER AUDIENCES SERVICE SCHEDULE

Unless otherwise defined in this Service Schedule for the Traveler Audiences Service, capitalized terms will have the meaning given to them in the Agreement. Specific terms described below will only be applicable if Traveler Audiences are purchased.

1. Definitions

“Platform Account” means the Customer account in the applicable Platform.

“Deal ID” means a unique, alphanumeric identifier assigned to a Customer by Sojern indicates Customer’s use of Sojern Audience in their campaigns on the Platform.

“Platform” means any demand-side platform or online application that is used for digital advertising services by the Customer, as identified by the Customer in documentation provided to Sojern.

“Sojern Audiences” means Sojern’s proprietary and licensed custom audience data.

“Traveler Audiences Service(s)” means the service of providing Sojern’s Audiences to the Customer Platform Account based on the targeting criteria agreed upon by Customer and Sojern.

2. Provision of Services

In connection with Sojern’s provision of the Traveler Audiences Service, Sojern will make available Sojern Audiences in the Platform Account based upon the requirements agreed upon between Sojern and the Customer. Customer permits Sojern to access Customer Materials and combine it with other data for the purpose of providing the Traveler Audiences Service. Customer will at all times be responsible for protecting the Sojern Audiences from unauthorized access, use or disclosure through its Platform Account. If the Platform is Facebook and Google, Customer agrees to provide access to its Platform Account in order to: i) transmit the Sojern Audiences ii) pull reporting from the Platform Account as required by Sojern. Customer agrees to only use the Sojern Audiences for its own campaigns. If the Customer is an agency, Sojern Audiences may only be used for the benefit of the Advertiser identified in the Agreement. Customer hereby acknowledges that to the extent Sojern provides Customer with recommendations regarding use of the Sojern Audiences, including, without limitation, campaign creation, management and optimization, such recommendations shall be for informational purposes only, and Customer shall retain sole responsibility for managing their campaigns unless otherwise agreed between the Parties in writing.
Customer will not (i) make the Sojern Audiences available to any third parties; (ii) export (including to other accounts in the Platform), modify, co-mingle or delete, iii) reuse, create derivatives, store, identify or create look-a-like audiences from the Sojern Data without Sojern’s prior written consent. With reasonable prior notice, Customer agrees to provide confirmation of compliance with this Agreement with relevant logs, reporting as appropriate.

‍

MEASUREMENT SERVICE SCHEDULE

Unless otherwise defined in this Service Schedule for the Measurement & Analytics Services Schedule ("Measurement Schedule"), capitalized terms used but not deﬁned in this Measurement Schedule shall have the meanings set forth in the Agreement. Specific terms described below will only be applicable if Measurement Services are purchased.

1. Definitions

"Attribution Measurement" means the process by which Sojern measures the inﬂuence of Customer's media exposures (impressions, clicks, or other interactions) on downstream traveler behavior, including bookings, searches, credit card spend and engagement with speciﬁc destinations or travel products, as reported through the Impact Platform.

"Consortium" means the Sojern Measurement Consortium, a shared data environment in which Customer's ﬁrst-party data, media logs, and site data are ingested, tokenized, and measured against Sojern's real-time travel data signals to produce Attribution Measurement and performance insights.

"Impact Platform" means Sojern's proprietary UI-based measurement and analytics platform through which Customer accesses Attribution Measurement results, performance insights, and reporting dashboards based on real booking and search data.

"Log File(s)" means raw impression or exposure ﬁles generated by Customer's DSP or media platform partners that are submitted into the Consortium for Attribution Measurement purposes, as further described in Section 3.3.

"Measurement Services" means the suite of measurement, attribution, and analytics services provided by Sojern to Customer under this Measurement Schedule, including access to the Impact Platform, the Consortium, and associated Professional Services hours, as set forth in the applicable Order Form and Exhibit A thereto.

"Privacy Tokens" means the anonymized, tokenized identiﬁers used by Sojern to map Customer Materials within the Consortium to Sojern's unique identity graph.

"Private Data Partners" means third-party data sources (e.g., theme parks, tourist sites, experience providers) that Customer nominates to contribute data into the Consortium for measurement purposes, subject to Section 3.6.

"SDK Integration" means the implementation of Sojern's software development kit on Customer's Digital Assets to capture site activity data and route it to the Customer's dedicated Integrated Data Repository.

"Supported Platforms" means the DSP and media platforms for which Log File ingestion is supported by Sojern for Attribution Measurement purposes, as provided for by Sojern.

2. Measurement Services — Scope

2.1 Service Components. Subject to Customer's payment of the applicable Fees and compliance with this Measurement Schedule and the Terms, Sojern will provide Customer with access to the service components set forth in the applicable Order Form and attached Exhibit.

2.2 Non-Inclusions. Unless expressly stated in the applicable Order Form, Measurement Services do not include: (a) analytics reporting packages or beyond those described in the Order Form; (b) custom or special reporting, which will be scoped separately and billed at the rate set forth in the Order Form; or (c) any advertising campaign management, media buying, or targeting services, which are governed by the Media Services Schedule.

2.3 Impact Platform Access. Sojern grants Customer a limited, non-exclusive, non-transferable, non-sublicensable right to access and use the Impact Platform during the Term solely for Customer's internal business purposes to review Attribution Measurement results and performance insights. Customer shall not share Impact Platform access credentials with unauthorized third parties. Customer may request Sojern to provide client access to the Platform to its client and Customer shall be responsible for all use and activity on the Platform by the client, including any breach of the terms and conditions of the Agreement. Customer will promptly notify Sojern to remove Platform access if client is no longer a direct client of Customer.

3. Customer Obligations

3.1 Pixel Placement. Where requested by Sojern and as necessary to enable Measurement Services, Customer agrees to: (a) place or facilitate the placement of Pixels in advertising with participating Partners; (b) install or facilitate the installation of Pixels on Customer's Digital Assets and email communications; and (c) cooperate with Sojern as reasonably necessary to enable delivery of Measurement Services.

3.2 Data Submission Requirements. Customer is responsible for ensuring that all Customer Materials submitted for Measurement Services: (a) are accurate and complete in all material respects; (b) have been collected and processed in compliance with applicable privacy laws, including the CCPA, GDPR, and any other applicable data protection regulations; (c) do not include any data that Customer does not have the right to submit; and (d) do not contain unencoded personally identiﬁable information (PII) unless expressly agreed to in writing by Sojern; (e) must be hashed prior to submission.

3.3 Log File Submission — Supported Platforms. Log File ingestion for Attribution Measurement is only supported for Consortium, and the platforms provided by Sojern. Any platform not listed is subject to a separate feasibility review by Sojern and may be added to Customer's contract following such review.

3.4 SDK Integration. If Customer elects to enable SDK Integration for Consortium, Customer will implement the SDK on its designated Digital Assets in accordance with Sojern's documentation and technical specifications (as further governed by Section 2.3 of the Terms). Customer acknowledges that SDK-collected data will be routed to Customer's dedicated instance within the Consortium.

3.5 Data Warehouse Access and Use Restrictions. Where applicable, if Customer is granted access to Sojern's data warehouse environment (including any Google BigQuery project or equivalent data storage) as part of the Measurement Services, Customer's access and use of such environment is subject to the following restrictions:

Permitted Use Only. Customer may access and query the data warehouse for the purpose of analyzing its own Attribution Measurement results, campaign performance, and destination insights for internal business purposes only. Any use outside this scope requires Sojern's prior written consent.
No Export of Sojern Proprietary Data. Customer shall not export, extract, copy, or transfer any data from the data warehouse that constitutes Sojern's proprietary travel data signals, identity graph, RampIDs, or any data element not originated from Customer's own Customer Materials. For the avoidance of doubt, Customer may export its own Attribution Measurement results and aggregated performance reports, but may not export the underlying Sojern travel data signals used to generate such results.
No Reverse Engineering. Customer shall not use data warehouse access to reverse engineer, reconstruct, or derive Sojern's proprietary data assets, algorithms, identity resolution methodology, or audience modeling techniques.
Permitted Exports and Application Integrations. Customer may export its own Attribution Measurement results and aggregated performance reports to third-party business intelligence tools, dashboards, or reporting applications solely for internal reporting purposes, subject to the following conditions: (i) exported data must be aggregated and de-identified such that no individual traveler can be identified; (ii) Customer remains solely responsible for ensuring such third-party applications comply with applicable privacy laws and Sojern's data use restrictions; (iii) Customer may not grant any third-party application provider access to the data warehouse directly; and (iv) any exported data retains all use restrictions set forth in this Section 3.5.
No Competitive Use. Customer shall not use data warehouse access, exported data, or any insights derived therefrom to build, train, or enhance any product, service, data asset, or algorithm that competes with Sojern's offerings, or to create any audience segments, data products, or analytics services for resale or commercial exploitation.
No Commingling with Third-Party Data. Customer shall not combine or join Sojern data warehouse data with data obtained from third-party data providers, data brokers, or other external sources within the data warehouse environment without Sojern's prior written consent. Customer may perform such joins in its own separate environment using only its permitted exported Attribution Measurement results.
No Sublicensing or Third-Party Access. Customer shall not grant any third party — including agencies, consultants, or technology vendors — direct access to the data warehouse environment. Authorized Users accessing the data warehouse must be employees or contractors of Customer acting solely for Customer's internal business purposes and subject to confidentiality obligations no less restrictive than those in the Terms.
No Resale of Reports or Derived Data. Customer shall not resell, sublicense, distribute, or otherwise make available to any third party: (i) any reports or dashboards generated through the Impact Platform or data warehouse; (ii) any Attribution Measurement results or insights; (iii) any data exported from the data warehouse; or (iv) any derivative work, model, or analysis created using data warehouse data, except for the purpose of sharing internal performance reports with Customer's own advertising agency or media partner acting on Customer's behalf, subject to equivalent use restrictions.
Audit Rights. Sojern reserves the right, upon reasonable prior written notice, to audit Customer's use of the data warehouse environment and any exported data to verify compliance with this Section 3.5. Customer shall cooperate with any such audit and provide Sojern with reasonable access to relevant records, logs, and systems.
Suspension for Breach. Sojern reserves the right to immediately suspend Customer's access to the data warehouse environment upon reasonable belief that Customer has materially violated any restriction set forth in this Section 3.5, pending investigation and resolution of such breach.

3.6 Private Data Partners. Customer may nominate Private Data Partners to contribute data into the Consortium for measurement purposes, subject to: (a) prior written approval by Sojern; (b) separate scoping with Sojern's technical consulting and data science teams; (c) execution of any required data sharing agreements between Customer, the relevant Private Data Partner or with Sojern; and (d) such Private Data Partner's compliance with applicable privacy laws and Sojern's data standards. Private Data Partner functionality is not included as a default service component and additional fees may apply.

3.7 Cooperation. Customer shall provide timely cooperation, access, and information reasonably required by Sojern to implement, maintain, and improve the Measurement Services, including providing access to relevant advertising accounts, data feeds, and technical environments as needed.

4. Data Ownership

4.1 Customer Material Ownership. As between the Parties, Customer retains all ownership rights in and to Customer Materials. Customer grants Sojern a limited, non-exclusive license to receive, process, tokenize, store, and analyze Customer Materials solely for the purpose of providing Measurement Services to Customer during the Term.

4.2 Sojern Travel Data. Attribution Measurement results are produced by measuring Customer Materials against Sojern's proprietary real-time travel data signals (bookings, searches, and related travel intent data, “Sojern Travel Data”). As between the Parties, Sojern retains all ownership rights in and to the Sojern Travel Data, the Consortium infrastructure, any generated reports, Sojern’s data warehouse, the Impact Platform. No transfer of ownership of Sojern's Travel Data or platform is eﬀected by this Measurement Schedule.

‍4.3 Privacy Tokenization. All Customer Materials ingested into the Consortium will be tokenized using Sojern's Privacy Token / RampID framework. Customer acknowledges that this tokenization is required for Measurement Services and constitutes a technical prerequisite for ingestion into the Consortium.

5. Platform and Integration Support

5.1 Documentation. Sojern will maintain technical documentation for Log File ingestion speciﬁcations, Pixel implementation, and SDK integration as updated from time to time. Customer is responsible for monitoring and implementing updates to such documentation.

5.2 Platform Updates. Sojern may update or modify the Impact Platform, the Consortium infrastructure, or the Supported Platforms list from time to time. Sojern will provide Customer with reasonable advance notice of material changes that may aﬀect Customer's use of the Measurement Services. Sojern shall not be liable for any interruption in Measurement Services arising from Customer's failure to implement required updates.

5.3 Supported Platforms Changes. Sojern reserves the right to add or remove platforms from the Supported Platforms list. Where a platform used by Customer is removed from the Supported Platforms list, Sojern will provide at least thirty (30) days' prior written notice, and the Parties will cooperate in good faith to identify an alternative ingestion method.

6. Limitations and Disclaimers

6.1 Measurement Methodology. Customer acknowledges that Attribution Measurement results represent Sojern's analysis of the relationship between media exposure and travel behavior signals within the Consortium, and are not a guarantee of actual bookings generated or revenue attributable to Customer's campaigns. Results are provided for informational and optimization purposes only.

6.2 Third-Party Dependencies. The accuracy and completeness of Measurement Services may be aﬀected by factors outside Sojern's control, including: (a) the quality, completeness, and timeliness of Customer Materials and Log Files submitted by Customer; (b) the availability and format of data from DSP and media platform Partners; (c) changes to third-party platform APIs or data formats; and (d) privacy regulatory changes that aﬀect data signal availability (e.g., cookie deprecation, consent rate changes).

6.3 No Warranty on Results. SOJERN DOES NOT WARRANT THAT MEASUREMENT SERVICES WILL PRODUCE ANY PARTICULAR OUTCOME, ATTRIBUTION RESULT, OR LEVEL OF MEASUREMENT ACCURACY. MEASUREMENT SERVICES ARE PROVIDED "AS IS" WITH RESPECT TO MEASUREMENT OUTCOMES.

7. Term and Termination

7.1 Term. This Measurement Schedule shall remain in eﬀect for the duration of the applicable Order Form Term, unless earlier terminated in accordance with the Terms.

7.2 Eﬀect of Termination. Upon expiration or termination of the applicable Order Form:

(a) Access Termination. Customer's access to the Impact Platform, the Consortium, and the data warehouse environment shall immediately terminate. Customer shall cease all use of the Measurement Services, including any access to or querying of the data warehouse, as of the termination date.

(b) Export Window. Sojern will make Customer Materials available for export for a period of [30] days following termination, after which Customer Materials will be deleted or anonymized in accordance with Sojern's data retention policies. Customer is solely responsible for exporting any Customer Materials it wishes to retain within this window. Sojern shall have no liability for any Customer Materials not exported within the permitted export period.

(c) Cessation of Use of Sojern Data. Upon termination, Customer shall immediately cease all use of: (i) Sojern's travel intent data, travel signals, and any data derived from Sojern's proprietary data assets; (ii) any Attribution Measurement results, reports, or insights generated through the Measurement Services that incorporate or are derived from Sojern's travel data signals; (iii) any audience segments, models, or analytical outputs built using or informed by Sojern data; and (iv) any data warehouse exports containing Sojern proprietary data elements. For the avoidance of doubt, Customer may retain and continue to use Attribution Measurement results that consist solely of aggregated, de-identified performance summaries of Customer's own campaign data, provided such results do not incorporate or expose Sojern's underlying travel data signals.

(d) Deletion of Sojern Data. Within thirty (30) days of the termination date, Customer shall permanently delete or destroy: (i) all copies of Sojern travel intent data, travel signals, and any Sojern proprietary data elements in Customer's possession or control, whether stored in Customer's own systems, third-party applications, or BI/reporting tools; and (ii) any data exports from the data warehouse that contain Sojern proprietary data. Upon Sojern's written request, Customer shall provide written certification of such deletion signed by an authorized representative of Customer within ten (10) business days of such request.

(e) Survival of Use Restrictions. The restrictions set forth in Section 3.5 (Data Warehouse Access and Use Restrictions) and Section 3.5(h) (No Resale of Reports or Derived Data) shall survive termination of this Measurement Schedule and the Agreement indefinitely with respect to any Sojern proprietary data or derivatives thereof that remain in Customer's possession.

(f) Payment Obligations. All payment obligations for Fees incurred prior to the termination date shall survive termination and become immediately due and payable.

7.3 Non-Cancelable. Subscription to Measurement Services are non-cancelable before the Contract End Date, consistent with the Terms.

‍

Termes et conditions de Sojern

Dernière mise à jour le 29 mai 2026

1. Définitions

2. Utilisation et Droits d'accès

3. Paiements et Facturation

4. Agency, Affiliates & Beta

5. Intellectual Property and Privacy

6. Third-Party Designated Websites/Services

7. Warranties & Disclaimers

8. Confidentiality

9. Indemnification

10. Limitation of Liability

11. Modification of Terms and Order Form

12. Term and Termination; Effect of Termination

13. Assignment

14. Relationship Between the Parties

15. Arbitration

16. General Provisions

MEDIA SERVICES SERVICE SCHEDULE

1. Definitions

2. Customer Ad Content

3. Delivery of Media Services

4. SEM Services

5. Social Media Services

6. Metasearch Services

7. Email Services

8. Commission Campaigns Invoicing

GUEST EXPERIENCE PLATFORM SERVICE SCHEDULE

Exhibit "A"Service Level Agreement

Exhibit "B"Guest Experience Platform Data Processing Addendum

Annexe 1Détails du traitement des donnéesSojern / DÉTAILS DE L'« IMPORTATEUR DE DONNÉES »

Nom :

Adresse :

Coordonnées pour la protection des données :

Activités de Sojern :

Rôle :

CLIENT / DÉTAILS DE L'« EXPORTATEUR DE DONNÉES »

Nom :

Adresse :

Coordonnées pour la protection des données :

Activités du Client :

Rôle :

Catégories de personnes concernées :

Catégories de Données personnelles :

Catégories de données sensibles, et restrictions/garanties supplémentaires associées :

Garanties supplémentaires pour les données sensibles :

Fréquence du transfert :

Nature du traitement :

Finalité du traitement :

Durée du traitement / Période de conservation :

Transferts aux (sous-)traitants :

Annexe 2Annexe européenne

Annexe 1À l'Annexe 2 (Annexe Européenne)REMPLISSAGE DES CCT

PARTIE 1 : DÉFINITION DES CCT

Généralités :

PART 2: UK RESTRICTED TRANSFERS

Annex 3California Annex

Annex 4Security Measures

Annex 5‍‍Sub-Processor List

TRAVELER AUDIENCES SERVICE SCHEDULE

1. Definitions

2. Provision of Services

MEASUREMENT SERVICE SCHEDULE

1. Definitions

2. Measurement Services — Scope

3. Customer Obligations

4. Data Ownership

5. Platform and Integration Support

6. Limitations and Disclaimers

7. Term and Termination

Exhibit "A"
Service Level Agreement

Exhibit "B"
Guest Experience Platform Data Processing Addendum

Annexe 1
Détails du traitement des données
Sojern / DÉTAILS DE L'« IMPORTATEUR DE DONNÉES »

Annexe 2
Annexe européenne

Annexe 1
À l'Annexe 2 (Annexe Européenne)
REMPLISSAGE DES CCT

Annex 3
California Annex

Annex 4
Security Measures

Annex 5
‍‍Sub-Processor List