Service Policy

Scope of Services

Zergo provides NBTC certification services for telecommunications and RF equipment intended for the Thai market. Our services fall into three categories.

NBTC Certification Service

Zergo’s core offering. It covers application preparation, submission, communication with NBTC on the client’s behalf, and delivery of the official approval document upon certification.

Pre-Submission Review

An optional add-on service. Zergo reviews the client’s existing documentation package for completeness and alignment with the applicable NBTC technical standard. The fee is deductible from the core service fee if the client proceeds with a full application.

Regulatory Consultation

An optional structured session for clients who require clarification on certification requirements before committing to an application. The client submits product specifications in advance. The fee is deductible from the core service fee if the client proceeds with a full application.

Local Representative

Where a local representative is required, Zergo provides a local representative as part of the NBTC Certification Service. Clients who have an appointed local representative may use their own. In either case, Zergo handles all application preparation, submission, and NBTC communication.

The local representative role is a filing requirement under NBTC regulations and does not extend to post-certification obligations on behalf of the client.

Zergo does not provide customs declaration, clearance, or any other services required to release goods from customs custody. Clients requiring customs clearance must coordinate separately with a local importer or customs broker.

Client Responsibilities

Clients are responsible for providing accurate and complete documentation. Zergo is not responsible for delays or rejections arising from incomplete, inaccurate, or non-conforming documentation supplied by the client, as the application is prepared and submitted based solely on the documentation provided.

Where NBTC requests additional documents or information during the review process, the client must provide the required materials within 30 days of the request date. Applications not responded to within this period are subject to automatic rejection by NBTC’s system.

Clients are responsible for ensuring that their product continues to meet NBTC requirements after certification is issued.

Timeline

Certification timelines are estimates from the date of submission, based on standard NBTC processing times. Zergo is not responsible for delays caused by NBTC processing, requests for additional information, or factors outside Zergo’s control. The estimated processing time for each engagement is confirmed in the quotation.

Expedited Processing

Expedited processing is not available unless expressly agreed in writing.

Fees and Payment

Service Fees

Service fees are quoted per engagement before work begins. NBTC fees are separate from Zergo’s service fees and are the client’s responsibility unless otherwise agreed in writing.

For NBTC Certification Service, fees are invoiced upon application submission and are non-refundable once the application has been submitted to NBTC.

Fees for Pre-Submission Review and Regulatory Consultation are payable before work commences and are non-refundable once the review or session has commenced.

Re-Submission Fee

A fee of USD 250 per occurrence applies in the following circumstances:

• Re-submission required due to rejection caused by inaccurate, conflicting, or incomplete documentation provided by the client.
• Post-submission changes initiated by the client, including revised or updated information not requested by NBTC.

This fee covers the additional work required and applies regardless of certification type. Fees already paid are non-refundable.

Payment Terms

For NBTC Certification Service, fees are invoiced upon application submission. Payment is due within 7 days of the invoice date.

For clients operating under a formal purchase order process, payment is due within 21 days of the invoice date, subject to prior written agreement.

NBTC approval document will be released as the final deliverable upon receipt of full payment within the agreed payment period. If payment is not received by the due date, processing will be suspended and interest will accrue at ten percent (10%) per annum or the maximum rate permitted by applicable law. Work will resume upon payment confirmation.

Bank Charges

International wire transfer fees and all charges imposed by the sender’s bank are the client’s responsibility. Payment must be received in full net of any deductions.

Project Communication

A project team will be assigned within 2 business days of the date of the signed quotation.

Zergo actively monitors progress and maintains communication with NBTC. Clients will be notified immediately upon any of the following:

• A regulatory authority requests additional documents with a response deadline.
• A change in regulatory requirements affects an ongoing application.
• A decision on the application has been made.

For all other matters, Zergo provides a structured weekly status update every Thursday covering all active projects. Status enquiries outside the scheduled update will be addressed in the next weekly update.

All project correspondence is conducted by email. Zergo typically responds to client emails within 2 business days.

For file transfers exceeding 10 MB, clients are requested to provide a download link rather than an email attachment.

Regulatory Conduct

All communications with NBTC must be conducted exclusively through Zergo as the authorised representative. Direct contact with NBTC may compromise the integrity of the application, affect review timelines, and impact other active submissions managed by Zergo. Zergo will not be held responsible for any consequences arising from such actions.

Project Closure and Cancellation

Clients may cancel an engagement at any time by written notice to Zergo. For engagements already in process, no refunds will be given.

If no response is received from the client within 30 days of a request for information or action, the project will be closed and all outstanding fees will become due and payable immediately.

In either case, if the client wishes to recommence the engagement, a new quotation will be required.

Service Termination

Zergo reserves the right to suspend or terminate services at its sole discretion in the event of:

• Direct contact with NBTC in breach of the Regulatory Conduct terms above.
• Sustained pressure on NBTC that contradicts Zergo’s professional assessment, recommendation, or falls outside the agreed project timeline.
• Any action by the client that compromises Zergo’s professional standing or the integrity of an active application.
• Repeated contact outside the communication channels established in the Project Communication terms.

Zergo will provide written notification to the client before exercising this right. In the event of termination, all service fees paid or invoiced remain due in full. Zergo reserves the right to withdraw the pending application from the regulatory system.

Confidentiality

Zergo treats all information and documentation provided by the client as confidential. Information is used solely for preparing and submitting the NBTC application and is not shared with third parties except where required to complete the application process or by law.

Marketing Reference

Unless the client notifies Zergo in writing, Zergo may reference the client’s company name and product category in its client list and marketing materials, including website, company profile, and case studies. Zergo will not disclose confidential technical information or product specifications in any such materials.

Limitation of Liability

Zergo’s liability in connection with any engagement is limited to the fees paid by the client for that engagement. Zergo is not liable for consequential, indirect, or incidental losses, including loss of revenue or market opportunity arising from delays in or failure to obtain NBTC certification.

Zergo does not guarantee approval outcomes, which are determined solely by NBTC.

Zergo is not liable for delays, additional costs, or changes in scope arising from amendments to NBTC requirements, technical standards, or regulatory procedures that occur after an application has been submitted.

Governing Law

This Service Policy is governed by the laws of Thailand.