Terms & Conditions

1. Definitions

• "Company," "We," "Us," or "Our" refers to 1Point Solutions
• "Client," "You," or "Your" refers to the individual or entity using our services
• "Services" refers to all customer support outsourcing services provided by 1Point Solutions
• "Agreement" refers to these Terms and Conditions and any service-specific agreements

2. Service Description

1Point Solutions provides customer support outsourcing services including but not limited to:

• Call center outsourcing and telephone answering services
• Live chat support and email management
• Amazon and eCommerce customer support
• Dispatching services and appointment scheduling
• Pay-per-lead generation services
• Custom software development solutions

3. Service Agreement and Scope

Our services are provided according to:

• The specific service plan you select (Starter, Professional, or Enterprise)
• Any custom service agreements negotiated and signed by both parties
• Service Level Agreements (SLAs) applicable to your chosen plan
• Additional terms specified in service-specific documentation

4. Client Responsibilities

As a client, you agree to:

• Provide accurate information necessary for service delivery
• Maintain active communication channels for service coordination
• Provide timely feedback and approvals when required
• Ensure compliance with all applicable laws and regulations
• Pay all fees according to the agreed payment terms
• Notify us promptly of any service issues or concerns

5. Payment Terms

Billing and Invoicing

• Services are billed monthly in advance unless otherwise agreed
• Payment is due within 14 days of invoice date
• We accept bank transfer, credit card, and other approved payment methods
• All prices are in British Pounds (GBP) unless otherwise specified

Late Payments

• Late payments may incur interest charges at 8% above Bank of England base rate
• Services may be suspended after 30 days of non-payment
• You remain liable for all fees during suspension period

Price Changes

We reserve the right to adjust prices with 30 days' written notice. Continued use of services after the notice period constitutes acceptance of the new pricing.

6. Term and Termination

Contract Duration

• Services commence upon contract signing and first payment
• Unless otherwise specified, contracts auto-renew monthly
• Annual contracts offer discounted rates compared to monthly billing

Termination by Client

• Monthly contracts: 30 days' written notice required
• Annual contracts: Early termination may incur fees (typically 25% of remaining contract value)
• All outstanding payments must be settled upon termination

Termination by 1Point Solutions

We may terminate services immediately if you:

• Fail to pay invoices for more than 30 days
• Breach any material term of this agreement
• Engage in fraudulent or illegal activities
• Request services beyond our reasonable capacity or legal obligations

7. Confidentiality

Both parties agree to:

• Maintain confidentiality of all proprietary information
• Use confidential information solely for service delivery
• Implement reasonable security measures to protect data
• Return or destroy confidential information upon contract termination
• Exceptions include information that is publicly available or legally required to be disclosed

8. Intellectual Property

Ownership and licensing of intellectual property:

• You retain ownership of your brand, trademarks, and customer data
• We retain ownership of our methodologies, software, and processes
• Custom software developed for you may be licensed or transferred as per specific agreements
• You grant us limited license to use your trademarks for service delivery

9. Liability and Indemnification

Limitation of Liability

Our total liability for any claims arising from services shall not exceed the total fees paid by you in the 12 months preceding the claim. We are not liable for indirect, consequential, or punitive damages.

Indemnification

You agree to indemnify 1Point Solutions against claims arising from: your breach of these terms, your use of services, your customer interactions, or any third-party claims related to your business operations.

10. Data Protection and GDPR

We comply with UK GDPR and Data Protection Act 2018:

• We act as a data processor when handling your customer data
• Data Processing Addendum (DPA) available upon request
• We implement appropriate technical and organizational measures
• Data breach notification within 72 hours as required by law
• Regular data protection training for all staff

11. Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including natural disasters, war, terrorism, pandemic, government actions, strikes, or telecommunications failures. We will make reasonable efforts to minimize service disruption.

12. Dispute Resolution

Good Faith Negotiations

In the event of any dispute, both parties agree to first attempt resolution through good faith negotiations for a period of 30 days.

Mediation and Arbitration

If negotiations fail, disputes shall be submitted to mediation. If mediation is unsuccessful, binding arbitration shall be conducted under the rules of the Chartered Institute of Arbitrators.

Governing Law

This agreement is governed by the laws of Scotland. Courts of Scotland have exclusive jurisdiction for any legal proceedings.

13. General Provisions

• Entire Agreement: These terms constitute the entire agreement between parties
• Amendment: We may update terms with 30 days' notice via email or website
• Severability: Invalid provisions shall not affect remaining terms
• Waiver: Failure to enforce any right does not constitute waiver
• Assignment: You may not assign this agreement without our written consent
• No Third-Party Beneficiaries: These terms create no third-party rights

14. Service Level Agreements (SLA)

We commit to the following service standards:

• Uptime: 99.5% service availability (excluding scheduled maintenance)
• Response Times: As specified in your service plan
• Quality Standards: Regular quality monitoring and reporting
• SLA Credits: Available for missed service levels as per plan terms

Contact Information

For questions about these Terms & Conditions: