Notifying Customers of Changes to Clickthrough Terms, Policies, and Agreements

Most Software-as-a-Service (SaaS) companies publish click-through Terms, Privacy Policies, and sometimes, Sales Agreements. It’s important to appropriately inform Customers about changes to these legally binding agreements – ensuring clarity and legal compliance. This post will give you a high level overview of how to appropriately notify your customers of changes to clickthrough terms, policies, and agreements.

  1. Review Legal and Contractual Requirements: It is important to review relevant legal requirements, as well as contractual requirements when updating clickthrough terms. This includes contracts you entered into with your customers, as well as privacy laws and regulations.
  2. Document the Changes: You should know what changes you are making, and let your customers know of the same. Clearly document the changes, and include both a detailed version of the changes and a summarized version highlighting key alterations for easier understanding.
  3. Internal Alignment: Ensure that all relevant departments within the company (such as legal, sales, customer service, IT, and marketing) are aware of and understand the changes. This alignment is critical to provide a consistent message to customers, as well as staying compliant with relevant laws..
  4. Publish the Changes: Implement the changes in the policy on your website and application where it’s accessible to users. Make sure the updated policy is easy to find and navigate.
  5. Notify Customers Proactively:
    • Email Notification: At least 30-60 days ahead of proposed changes, send an email to all customers explaining that there are updates to the click-through policies and agreements, along with a summary of the changes and how your customers can get in touch with you.
    • In-App Notifications: Use in-app notifications to alert users to the changes upon their next login. This can be a pop-up or a dedicated section within the app.
    • Website Announcement: Post an announcement, or banner on your website, preferably on the homepage or a dedicated updates section.
  6. Provide Detailed Information:
    • Consider offering a link to a comprehensive document or page that details all the changes made.
    • Include FAQs to address common questions or concerns about these changes.
  7. Set a Grace Period: Allow a grace period before the new terms take effect. This gives customers time to review and understand the changes. Changes should generally go into effect 30-60 days after notification.
  8. Offer Support for Questions: Provide easy access to customer support for any inquiries or clarifications regarding the changes. This could be through email, chat support, or a dedicated helpline.
  9. Record Acceptance: Ensure that the system records users’ acceptance of the new terms the next time they log in. This may involve clicking an “I Agree” button or similar actions.
  10. Monitor Feedback and Respond Appropriately: After the changes are implemented, monitor customer feedback closely. Be prepared to address any concerns or questions that arise. This feedback can also be valuable for future policy updates.

Let Us Help

This post is providing a high level overview of how to notify your customers of changes to clickthrough terms, policies, and agreements, and is not to be taken as comprehensive overview. There are many more nuances and specifics, and you should have an experienced attorney assist you. Kader Law can help. If you’re interested, feel free to contact us.

This post is not legal advice, and does not establish any attorney client privilege between Law Office of K.S. Kader, PLLC and you, the readerThe content of this post was assisted by generative artificial intelligence solutions.