Advisory Case on Reviewing Help Desk Platform Terms of Service and Restructuring Personal Data and Liability Provisions

1. The Client's Situation

The client operated a help desk platform that received and managed requests for after-sales service and technical support, and as the service was upgraded, it needed to review the overall legal soundness of its terms of use. Concerns arose that the scope of personal information collected during the membership registration process, the service structure linked with external repair and processing organizations, and the scope of liability that could arise during the repair and delivery process might lead to future disputes. While the existing terms reflected the practical operation, the relationship with relevant statutes had not been sufficiently refined, so a review was required from the perspective of risk management.

Your Legal Team reviewed the terms of use as a whole and restructured them so that the items of personal information collected and the purposes of use conformed to the principles of minimum collection and clarity of purpose under the relevant statutes. With respect to the structure under which information could be shared with external organizations in the course of providing the service, we organized the wording so that the requirements for provision to third parties and the methods of notification to and consent of users were clearly set out. In addition, we adjusted the provisions concerning the cancellation and rescission of repair contracts, the attribution of liability in the delivery and collection process, and the handling of data loss and parts, into a structure that took into account the possibility of consumer disputes, so as to prevent misinterpretation or the excessive expansion of liability.

The client secured terms of use that faithfully reflected the structure of its service operations while conforming to legal standards. With the scope of personal information processing, provision to third parties, and repair and delivery liability now clarified, the client was able to stably establish response standards for future customer complaints or disputes. Through this, the client enhanced the credibility of its platform service and built a foundation for proactively managing the legal risks that could arise in the course of expanding the service.