This Partner Agreement ("Agreement") sets out the terms under which local service and experience providers ("Partner" or "you") may list and offer their services through the ME-SAN platform. By registering as a Partner or listing services on the Platform, you acknowledge that you have read, understood, and agree to be bound by this Agreement.
1. Parties
This Agreement is entered into between:
- Me-San Group PTE , a company organised under the laws of the Republic of Singapore ("ME-SAN," "Platform," "we," "us," or "our"); and
- The Local Partner ("Partner," "you," or "your"), being the business entity or individual that registers to list services on the ME-SAN platform.
Local Partners include, but are not limited to, restaurants, spas, wellness providers, tour operators, activity providers, transport services, and other experience or service providers who offer their services to hotel guests through the Platform.
2. Platform Description
ME-SAN is a global SaaS hospitality platform that connects local experience and service providers with hotel guests through an AI-powered concierge system. The Platform enables hotels to offer their guests a curated selection of local services, experiences, and dining options, all accessible through an intelligent digital concierge.
The Platform serves as a marketplace and technology layer that facilitates discovery, booking, and payment between hotel guests and local partners. ME-SAN does not itself provide the underlying services or experiences -- it enables the connection between Partners, Hotels, and Guests.
3. Partner Obligations
As a Partner listing services on the ME-SAN platform, you agree to the following obligations:
3.1 Accurate Listings
You must provide and maintain accurate, complete, and up-to-date service listings, including descriptions, pricing, availability, operating hours, and any relevant terms or restrictions. Misleading or inaccurate listings are grounds for suspension or removal from the Platform.
3.2 Honouring Bookings
You must honour all bookings made through the Platform. Failure to fulfil confirmed bookings without valid justification may result in penalties, including temporary suspension or permanent removal from the Platform.
3.3 Quality Standards
You must maintain a consistent standard of quality in the delivery of your services. Services must meet or exceed the expectations set by your listing descriptions and any representations made through the Platform.
3.4 Responsiveness & Communication
You must respond to booking requests and guest enquiries within a reasonable timeframe. For time-sensitive bookings (such as same-day reservations), a response within two hours during your stated operating hours is expected.
ME-SAN communicates with Partners via WhatsApp, LINE, email, and SMS. No application download is required to receive bookings or manage your listings.
3.5 Service Delivery
You must deliver services as described in your listing. Any changes to the scope, timing, or nature of a service must be communicated to the guest and, where appropriate, to ME-SAN in advance.
3.6 Licences and Compliance
You must hold and maintain all licences, permits, and certifications required by applicable law to operate your business and deliver the services you list on the Platform.
4. Commission Structure
The commission model for services booked through the ME-SAN platform operates as follows:
4.1 Pricing & Commission Setting
The Partner sets the regular price for each service or experience and chooses the commission percentage they wish to offer to hotels. The commission is the incentive that encourages hotels to approve and promote your listing to their guests. Higher commission offerings may result in more hotel approvals and greater visibility on the Platform.
4.2 Commission Split
The commission you set is split between the hotel and ME-SAN as follows:
- Hotel Property receives seventy-five percent (75%) of the commission as a referral fee for promoting and facilitating the booking through their property.
- ME-SAN receives twenty-five percent (25%) of the commission as the platform fee for providing the technology, AI concierge, and marketplace infrastructure.
For example: you list a spa treatment at SGD 120 and set a 30% commission (SGD 36). The hotel receives SGD 27 and ME-SAN receives SGD 9. You receive the remaining SGD 84 directly from the guest at your venue.
4.3 Transparency
The commission structure will be clearly communicated to you during onboarding and will be visible in your Partner dashboard. Any changes to the commission distribution model will be communicated with at least 30 days' written notice.
5. Payment Terms
5.1 Deposit & Payment Flow
When a guest books your service through the Platform, the guest pays a non-refundable deposit via mobile payment. The deposit amount is equal to the commission on the booking. Upon arrival at your venue, the deposit is deducted from the guest’s total bill. You receive payment for the remaining balance directly from the guest on the spot.
5.2 Commission Distribution
The deposit (commission) is distributed automatically: seventy-five percent (75%) to the referring hotel and twenty-five percent (25%) to ME-SAN. You do not need to remit any commission separately — it is collected at the time of the guest’s deposit.
5.3 Currency
Transactions are processed in the local currency of the hotel property or Partner location, as applicable. Where currency conversion is required, any conversion fees are borne by the receiving party. The applicable currency will be confirmed during Partner onboarding.
5.4 Payment Records
Detailed transaction records, including booking amounts, commission splits, and deposit amounts, are available through your Partner dashboard or via your designated communication channel. ME-SAN will provide periodic statements summarising all transactions.
5.5 Taxes
Each party is responsible for determining and remitting its own applicable taxes. ME-SAN does not provide tax advice. Transaction records and reports are provided to assist with your tax obligations.
6. Booking Process
The booking workflow on the ME-SAN platform operates as follows:
- Discovery: A hotel guest discovers your service through the ME-SAN platform, either by browsing the curated marketplace or through a recommendation from the AI concierge.
- Booking & Deposit: The guest makes a booking through the Platform and pays a non-refundable deposit via mobile payment. The deposit amount equals the commission on the booking.
- Confirmation: You receive a booking confirmation via WhatsApp, LINE, email, or SMS, including the guest’s name, booking details, date, time, and any special requests. No app download is required.
- Arrival & Payment: The guest arrives at your venue. The deposit is deducted from the guest’s total bill. You collect the remaining balance from the guest directly, on the spot.
- Commission Distribution: The commission (collected as the deposit) is distributed automatically — seventy-five percent (75%) to the hotel and twenty-five percent (25%) to ME-SAN.
You are responsible for monitoring your booking notifications and ensuring timely acknowledgement of all incoming reservations.
7. Cancellation & Refunds
7.1 Cancellation Policy
Each Partner sets their own cancellation policy, which is displayed to guests at the time of booking. You are responsible for clearly defining your cancellation terms, including any applicable cancellation windows and fees.
7.2 Guest Cancellations
The deposit paid by the guest at the time of booking is non-refundable, as it represents the commission earned by the hotel and ME-SAN. If a guest cancels a booking, the deposit is retained and the commission distribution proceeds as normal. Any additional refund obligations are governed by your stated cancellation policy.
7.3 Partner Cancellations
If you need to cancel a confirmed booking, you must notify the guest and ME-SAN as soon as possible. Repeated Partner-initiated cancellations may result in reduced visibility on the Platform or suspension of your listing.
7.4 Refund Processing
Where an additional refund beyond the non-refundable deposit is approved, it is the Partner’s responsibility to process the refund directly to the guest, as the remaining balance was collected by the Partner at the venue.
7.5 Disputes
In the event of a dispute between you and a guest regarding service delivery, ME-SAN may act as a mediator but is not obligated to do so. ME-SAN reserves the right to issue refunds at its discretion where it determines that a service was not delivered as described.
8. Content & Listings
8.1 Partner Content
You are responsible for providing all content for your listings, including photographs, descriptions, pricing, availability, and any supplementary information. All content must be accurate, current, and must not infringe upon the intellectual property rights of any third party.
8.2 Platform Use of Content
By listing on the Platform, you grant ME-SAN a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, and distribute your listing content for the purpose of operating and promoting the Platform. This includes featuring your services in AI-powered recommendations and concierge responses to guest enquiries.
8.3 Ownership
You retain full ownership of all content you provide to the Platform. Upon termination of this Agreement, ME-SAN will cease to use your content within a reasonable period, except where required for record-keeping or to fulfil pending obligations.
8.4 Content Standards
ME-SAN reserves the right to edit, reformat, or request changes to listing content to ensure consistency with the Platform's presentation standards. Any material changes will be communicated to you for approval before publication.
9. Quality & Standards
ME-SAN is committed to maintaining a high-quality marketplace for hotel guests. To this end:
- ME-SAN reserves the right to remove or suspend any listing that receives consistent negative feedback from guests or hotel partners.
- Partners may be required to respond to quality concerns raised by ME-SAN within a reasonable timeframe.
- ME-SAN may implement a rating or review system. Partners are expected to engage constructively with guest feedback and take appropriate steps to address any recurring issues.
- Listings that fall below the Platform's quality thresholds may receive reduced visibility in search results and AI recommendations until improvements are demonstrated.
ME-SAN will provide reasonable notice and an opportunity to remedy quality concerns before taking any permanent action against a listing.
10. Insurance & Liability
10.1 Partner Insurance
You are solely responsible for obtaining and maintaining adequate insurance coverage for your business operations and the services you provide. This includes, where applicable, public liability insurance, professional indemnity insurance, and any other insurance required by law or industry standards in your jurisdiction.
10.2 Platform Role
ME-SAN operates as a technology platform and marketplace. ME-SAN is not the provider of the services listed by Partners and does not assume any liability for the quality, safety, legality, or suitability of those services. The contractual relationship for service delivery exists between the Partner and the guest.
10.3 Limitation of Liability
To the maximum extent permitted by law, ME-SAN shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or related to this Agreement or your use of the Platform. ME-SAN's aggregate liability under this Agreement shall not exceed the total commissions received by ME-SAN from bookings of your services in the twelve (12) months preceding the claim.
10.4 Indemnification
You agree to indemnify, defend, and hold harmless ME-SAN, its directors, officers, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from the services you provide, your breach of this Agreement, or your violation of any applicable law.
11. Data Protection
ME-SAN handles all personal data in accordance with our Privacy Policy and applicable data protection legislation, including the EU General Data Protection Regulation (GDPR) and the Singapore Personal Data Protection Act (PDPA).
Partner data -- including business information, contact details, and transaction records -- is collected and processed for the purposes of operating the Platform, facilitating bookings, processing payments, and communicating with you about your listings and account.
Guest personal data shared with you through the Platform (such as names, booking details, and preferences) must be used solely for the purpose of delivering the booked service. You must not use guest data for marketing or any other purpose without the guest's explicit consent, and you must handle such data in compliance with applicable data protection laws.
ME-SAN implements industry-standard security measures, including encryption and access controls, to protect the data processed through the Platform.
12. Term & Termination
12.1 Term
This Agreement commences on the date you register as a Partner on the Platform and continues until terminated by either party in accordance with this section.
12.2 Termination for Convenience
Either party may terminate this Agreement at any time by providing thirty (30) days' written notice to the other party. Notice may be given by email to the contact address on file.
12.3 Termination for Breach
Either party may terminate this Agreement immediately upon written notice if the other party materially breaches this Agreement and fails to remedy such breach within fourteen (14) days of receiving written notice of the breach.
12.4 Pending Bookings
Upon termination, all confirmed bookings with a service date falling after the termination date must be honoured by the Partner. ME-SAN will process payments for these bookings in accordance with the standard commission structure and payment terms.
12.5 Post-Termination
Upon termination, your listings will be removed from the Platform. Any outstanding payments owed to you will be settled within thirty (30) days of the final service delivery. Sections relating to liability, indemnification, data protection, and governing law survive termination.
13. Non-Exclusivity
This Agreement is non-exclusive. You are free to list your services on other platforms, marketplaces, or distribution channels, and to accept bookings through your own direct channels.
Similarly, ME-SAN may list competing or similar service providers in the same geographical area or service category. Placement and visibility on the Platform are determined by relevance, quality, guest preferences, and other factors at ME-SAN's discretion.
14. Governing Law
This Agreement is governed by and construed in accordance with the laws of the Republic of Singapore, without regard to conflict of law principles.
Any dispute arising from or relating to this Agreement shall first be resolved through good-faith negotiation between the parties. If the dispute is not resolved within thirty (30) days, it shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with its rules. The seat of arbitration shall be Singapore.
Nothing in this section prevents either party from seeking injunctive or other equitable relief in any court of competent jurisdiction.
15. Contact
For questions about this Partner Agreement or your partnership with ME-SAN, please contact us at:
Me-San Group PTE
Singapore
Email: partners@me-san.com