Inbound Terms & Conditions (NoMissedCalls – Telephone Answering Services)
Definitions:
- ‘the company’ means the telephone answering service provider, NoMissedCalls.co.uk
- ‘the client’ means an individual, company or organisation at whose application the company agrees to provide a service to under the terms of this agreement.
- ‘agreement’ means the contract and understanding between the company and the client to which these terms and conditions apply for the duration that any services are provided.
Scope:
The content of this agreement shall apply in relation to any services ordered by the client from the company.
Billing Procedure:
The first payment required in order to commence service will be the one-off setup fee. Calls taken for the client will be invoiced in arrears on the 1st of the month and payment is due upon receipt, within seven (7) days of the invoice date. If on the Standard package, the client agrees to deliver at least ten (10) calls to the company per month per number/line or pay the equivalent. If on the Bespoke package, the client agrees to pay the monthly management fee plus per minute call charges for all calls received, at the advertised rate.
The company reserves the right to invoice and request payment before the 1st of the month in cases where the clients’ billing threshold / pre-defined credit limit has been exceeded due to higher than usual usage.
The company accepts payment by Direct Debit or Credit/Debit Card. Bank Transfers (BACS) are accepted if agreed in writing and are subject to an admin fee of £2.50 per month. Cheques are not accepted. The company accepts pre-payments on account from which future invoices will be deducted from. Unsolicited payments or over-payments of invoice received by the company from the client shall be deemed as a pre-payment and will be applied as credit to the clients account. Pre-payments are non-refundable but may be redeemed against all services offered by the company.
All invoices will be delivered by email. Any disputes should be made within 24 hours of receiving the invoice, after which, all invoices are final.
The company reserves the right to charge an administration fee of £7.00 per invoice for late, failed or non payment. If an account remains unpaid for seven (7) or more days from the date it fell due, the company reserves the right to charge interest at a rate of 4% per annum above the NatWest bank base rate. Should the client initiate a dispute, reversal or chargeback of any payment made, the company will charge a fee of £25.00 per dispute/reversal/chargeback. The company may also suspend all or part of the provision of services to the client, withholding caller details/information until payment has been received.
Without prejudice, the company reserves the right to request a deposit from the client (from £20+) which would be held for the duration service is provided. This will be refunded in full subject to all invoices being settled. A deposit would normally be requested if the client fails to pay any monies due to the company on time, or should following a review of the client, their status is deemed as higher than usual risk.
In addition to the published package prices on the main website, the following charges will be applied to the clients monthly invoice:
– Call log request (consists of date, time, call duration and caller ID if available): £7.00
– Message log request: £14.00
– Account change/update request: £5.00
– Customer call backs (outbound calls on behalf of the client): £2.50 per call
Services Levels:
The company aims to setup all new client services/accounts as quickly as possible (within 24 hours) after confirmation of cleared funds of the relevant fees (if applicable).
The company endeavours to answer all incoming calls that come into the switchboard in a timely manner, normally within the first three rings. On rare occasions, where an unexpected and/or unusually high volume of calls come in, the company may take longer than normal to answer and in extreme cases, this may result in some calls being missed.
If the client wishes to make changes to their service and/or account with the company, this should be put in writing to: support@nomissedcalls.co.uk. The company aims to action such requests as quickly as possible (within 24 hours). Minor changes to services and/or accounts are free, however, major changes (such as, but not limited to change of company name) will incur an admin fee from £10.00+ depending on the changes required.
The company makes no warranties or representations that services will be uninterrupted or error-free and the company shall not, in any event, be liable for interruptions of service which are beyond the company’s reasonable control.
Chargeable Calls:
The company charges per call answered or per minute (depending on the client’s package), rather than per message sent. Therefore, if a caller refuses to leave their details, this would still be charged regardless of whether a message is sent or not. The company does not charge for calls under 7 seconds in length. This is to prevent being charged for wrong numbers, hoax calls, automated messages, fax tones, etc. If the client does not wish to be charged for unsolicited sales calls, the company will endeavour to filter such calls out and not charge for them. The company defines an unsolicited sales call as a caller who does not know the name of the person they need to speak to and has called without being encouraged to do so by the client or one of it’s employees. If the client receives a call/message that they feel should not be charged for, the client should forward the message to: support@nomissedcalls.co.uk; upon receipt, the company will investigate and where appropriate, issue a credit to the clients next invoice for the call/message in question.
Reporting:
By default, services do not include reporting other than message notifications. Any reporting that the client requires should be requested in advance is subject to charge.
Allocated Telephone Numbers:
As part of the service, the company will allocate the client a telephone number which they may divert their calls to and/or advertise directly. The client may stipulate their dialling code preference during the sign-up process; if no particular dialling code is requested, the company will allocate a regional number of their choice at random. If the client wishes to change their allocated telephone number at any point, a setup fee will apply.
If the client wishes to cease using the company’s telephone answering service but wishes to continue using the allocated telephone number, the client may have it redirected to a UK landline or mobile number of their choice; monthly rental and call forwarding charges will apply. The company does not allow clients to port numbers away.
While the company makes every effort to maintain the continuity of allocated telephone numbers, it may need to change them for operational or technical reasons; such instances are extremely rare, but should it be necessary, the company will given the client at least seven (7) days notice of any such proposed change. The company cannot be held responsible for any expenses or losses incurred, directly or indirectly, as a result of a telephone number being changed.
If the clients service is terminated by either party and the client subsequently wishes to reinstate service(s) with the original allocated telephone numbers, a reactivation fee will apply as follows: £29.00 + £0.27 per day for the duration the line(s) were deactivated for, per number. However it should be noted that the company cannot always guarantee to restore previously deactivated telephone numbers.
Service Cancellation:
All services renew automatically until cancelled by the client. It is the clients’ responsibility to cancel services prior to renewal as invoices will not be cancelled once renewal has occurred. The client must notify the company at least 30 days before a service is renewed if they wish to cancel that service. Cancellations should be put in writing by email to: cancel@nomissedcalls.co.uk. Non-payment and/or not using the service does not constitute as a request to cancel.
Client Confidentiality:
The company undertakes to treat all client information as confidential. However, should it be served with an appropriate court order, the company may be legally required to co-operate with law enforcement agencies and required to disclose information about the client.
Soliciting Staff:
The client shall not, for a period of 12 months following cessation of this agreement, cause, encourage or assist any of the company’s employees to leave it’s services or to do anything which if done by the client would be a breach of this agreement.
Refund Policy:
Refund requests should be put in writing and are at the sole discretion of the company. Any pre-payments made in respect of calls are non-refundable.
Other Terms:
The client undertakes to provide the company with all the information and co-operation that the company may reasonably require from time to time to enable the company to perform and observe its obligations. The client agrees with the company not to conduct any business activities which could/is considered as illegal, immoral or obscene and agrees not to use the company’s services for any such purpose.
Neither party shall be held liable to the other for any loss or damage which may be suffered by the other party due to any cause beyond the first party’s reasonable control, without limitation.
The company reserves the right to amend or alter its scale of charges and/or terms of business by giving the client one month’s written notice.
Entire agreement:
This agreement represents the understanding between the company and the client. By ordering any of the company’s inbound services shall be deemed as acceptance to the Terms of Business as stated above.
Outbound Terms & Conditions (MakeMyCalls – Telemarketing Services)
Definitions:
- ‘the company’ means the telemarketing service provider, MakeMyCalls.co.uk
- ‘the client’ means an individual, company or organisation at whose application the company agrees to provide a service to under the terms of this agreement.
- ‘agreement’ means the contract and understanding between the company and the client to which these terms and conditions apply for the duration that any services are provided.
Scope:
The content of this agreement shall apply in relation to any services ordered by the client from the company.
Billing Procedure:
All campaign charges/fees are payable in advance by the client. The company accepts credit/debit cards or bank transfers (BACS). Cheques are not accepted. The company shall not commence any campaign until it is in receipt of cleared funds of the full amount payable. The company issues invoices via email.
Targets / Results:
Unless specifically agreed in writing, the company makes no implied or implicit guarantee of the outcome of campaigns. All forecasts for ‘deliverables’, including appointments and sales leads, are estimated in good faith using the company’s experience and judgement and do not constitute a guarantee.
Quality Control / Reporting:
Any necessary quality control and/or reporting procedures should be stated by the client from the outset. The company makes no implied or implicit guarantee that information and/or data from a campaign will be available if it was not requested by the client from the outset.
Client Confidentiality:
The company undertakes to treat all client information as confidential. However, should it be served with an appropriate court order, the company may be legally required to co-operate with law enforcement agencies and required to disclose information about the client.
Soliciting Staff:
The client shall not, for a period of 12 months following cessation of this agreement, cause, encourage or assist any of the company’s employees to leave it’s services or to do anything which if done by the client would be a breach of this agreement.
Refund Policy:
Refund requests should be put in writing and are at the sole discretion of the company. Any pre-payments made in respect of calls/campaigns are non-refundable.
Other Terms:
The client undertakes to provide the company with all the information and co-operation that the company may reasonably require from time to time to enable the company to perform and observe its obligations. The client agrees with the company not to conduct any business activities which could/is considered as illegal, immoral or obscene and agrees not to use the company’s services for any such purpose.
Neither party shall be held liable to the other for any loss or damage which may be suffered by the other party due to any cause beyond the first party’s reasonable control, without limitation.
The company reserves the right to amend or alter its scale of charges and/or terms of business by giving the client one month’s written notice.
Entire agreement:
This agreement represents the understanding between the company and the client. By ordering any of the company’s services shall be deemed as acceptance to the Terms & Conditions as stated above.