CSnotepad Terms and Conditions
1. General Terms
This agreement is between Call Solution Ltd, trading as CSnotepad (“us”, “we”, or “our”), with a registered office at The Offices, 57 Newtown Road, Brighton, BN3 7BA, and you (“you” or “your”). It outlines the terms under which you may use our services.
1.1 We may revise these terms, including charges, at our discretion. We will notify you of any changes at least one month in advance via email. If you disagree with the changes, you may terminate this Agreement as outlined in clauses 16.1 to 16.8; otherwise, your continued use of our services constitutes acceptance of the revised terms.
1.2 By using our services, you accept these terms in full. It is your responsibility to review and understand them.
1.3 As Call Solution Ltd is the holding company of Live Web Chat Ltd, you authorise and consent to the sharing of your data and information between CSnotepad and Live Web Chat Ltd.
1.4 This Agreement is supplemented by the Master Service Agreement, Non-Disclosure Agreement, and Data Processing Agreement that governs our relationship with suppliers, ensuring compliance with data protection laws and confidentiality.
2. Service Terms
2.1 We will inform you of the necessary information required from you to fulfil our services effectively.
2.2 You must provide us with accurate and timely information, data, or system access as requested. Delays or failures in providing the required information do not exempt you from payment for the services rendered.
2.3 Our services will not commence until the agreed sign-up process is fully completed.
2.4 You must be at least 18 years old to use our services.
2.5 You may not use our services for illegal, immoral, defamatory, or obscene purposes. If we suspect misuse, we reserve the right to cancel your service immediately and report you to relevant authorities.
2.6 We shall not be liable for any costs incurred by you as a result of being a party to this Agreement.
2.7 If you have any complaints regarding our services, please email us at message@csnotepad.co.uk. We will investigate and respond within two working days.
3. Telephone Answering Services – Fees and Charges
3.1 Monthly Subscription and Call Charges: You are charged a monthly subscription fee for our telephone answering services. This fee covers the basic setup, use, and maintenance of your account and may vary based on the specific plan chosen at the time of signing up. In addition to the monthly subscription fee, you will be charged for each call we receive on your behalf. The call charges are applied based on the call plan chosen by you and are detailed in your plan agreement.
3.2 Call Plan Types:
- Pay-As-You-Go (PAYG) Plans: These plans have no fixed monthly call allowances, and you are charged for each call received. A minimum charge of one (1) minute per call applies.
- Fixed Minute/Call Plans: These plans come with a pre-defined number of calls or minutes included in the monthly fee. Calls or minutes beyond the included limit are billed at the agreed rate, as per your call plan.
- Fair Usage Policy: For call plans billed per call, any call exceeding three (3) minutes will be charged additional call credits for every three-minute increment.
4. Live Chat Services
4.1 As part of our customer communication services, we offer live chat services to assist your customers effectively.
4.2 You will be charged a monthly fee for the live chat service, which will be detailed in your service agreement.
4.3 The live chat service will be monitored to ensure quality and responsiveness. You must provide us with any necessary information or guidelines to effectively communicate with your customers through live chat.
5. Virtual Address Services
5.1 We offer virtual address services, allowing you to use our address for business correspondence.
5.2 You will be charged a monthly fee for the virtual address service, which will be detailed in your service agreement.
5.3 All mail received at the virtual address will be handled according to your instructions. We can either forward the mail to your designated address, store it for collection, or scan and email it to you, depending on your preference.
6. Out-of-Hours and Voicemail Handling
6.1 Core Hours: Our core business hours are Monday to Friday, 8:30 am to 6:00 pm. Any calls received during these hours will be answered by our team and billed according to your call plan.
6.2 Out-of-Hours: Calls received outside of our core hours will be handled by our out-of-hours team or directed to a personalised voicemail. All calls answered outside of core hours are chargeable, with a minimum call duration of three (3) minutes applied.
6.3 Voicemail to Email: Voicemails left outside of core hours that are forwarded to you by email will be charged as a call credit. Customers who opt for an inclusive out-of-hours voicemail to email service will have 5% of their active monthly call minutes automatically added to their call plan, to cover listening and processing of voicemails. An additional 1.5% will be added per bank holiday.
6.4 High Call Volume Handling: During periods of unexpectedly high call volume, we reserve the right to direct a waiting call to a bespoke voicemail (in your company name) rather than keeping the caller on hold for an extended period. We will then contact the caller back at the earliest opportunity to complete the call. This ensures minimal wait times and provides a personalised experience for your callers.
7. Changes to Your Service
7.1 Any modifications made to your account after the initial setup, including call script changes, adjustments to service features, or additional agent training, will be billed at £37.50 per hour in one-hour increments. Minor adjustments will be billed on a pro-rata basis at the equivalent rate as calls.
8. Minimum Charges and Call Durations
8.1 Minimum Monthly Call Charges: For Pay-As-You-Go (PAYG) plans, a minimum monthly charge equivalent to ten (10) call minutes will be applied, irrespective of actual usage.
8.2 Call Duration Minimums: A minimum call duration of one (1) minute applies for all calls received during core hours. For calls received outside of core hours, a minimum of three (3) minutes per call will be applied. These minimum durations ensure we can allocate sufficient resources to provide you with a consistent service.
9. Price Adjustments
9.1 We reserve the right to increase our prices annually in line with increases in the Retail Price Index (RPI). Should it be necessary to increase prices beyond the RPI, you will be given twenty-one (21) days’ notice in writing. You may terminate the Agreement should you not wish to accept the new pricing, in accordance with the termination provisions outlined.
10. Call Reporting and Additional Services
10.1 Call Reporting Availability: Call reporting is available only to customers on our Intermediate, Advanced, or bespoke call plans.
10.2 Monthly Reporting Fee: If you require monthly call reports for your line, a charge of £25 per month will apply. This reporting service provides detailed call data, which can assist with monitoring call volumes, durations, and other relevant metrics.
11. Call Termination Rights
11.1 We reserve the right to terminate a call if the caller is abusive or if proper communication is not possible. This ensures that our staff can maintain a professional environment and focus on providing quality service to all customers.
12. Payment Terms
12.1 Payments are to be made by credit or debit card unless we agree otherwise.
12.2 You must provide valid credit or debit card details, and by doing so, you authorise us to retain these details for billing purposes.
12.3 You must ensure that your payment and contact details are accurate and up to date.
12.4 Credit terms may be offered at our discretion, subject to references.
12.5 Deposits may be required, and any unclaimed deposits after six months from contract termination will be forfeited.
12.6 Failed transactions will incur an administration fee of £16 per invoice.
12.7 Interest on late payments will accrue at a rate of 5% per day. Recovery costs are your responsibility.
12.8 We may suspend or terminate services due to non-payment.
12.9 All prices are subject to VAT.
13. Privacy & Compliance
13.1 You are responsible for ensuring that any data you provide complies with all applicable regulations.
13.2 We only retain your data for as long as necessary. Caller data (excluding Caller ID) will be deleted within 13 months, and customer records will be deleted following account closure, subject to legal retention requirements. Invoices issued are held for up to 7 years, and signed contracts are retained for 13 months. If you have used our virtual address service, your copy of ID, proof of address, and signed contract must be held for a minimum of 5 years and no longer than 6 years, in compliance with anti-money laundering legislation.
13.3 Any mail stored for collection and not retrieved by your account closure date will be securely destroyed, with a fee of £40 charged to you for this service.
13.4 We do not record inbound calls unless explicitly requested by you. Where such a request has been received, we do not guarantee that all calls will be successfully recorded due to factors beyond our reasonable control. If calls are recorded, a message advising the caller that the call is being recorded will be played before the call is answered, allowing callers the option to request that their call not be recorded. All call recordings are retained for a maximum of three (3) months. We do not record any outbound calls.
13.5 Mail that has been scanned and emailed to you will be stored electronically for a minimum of six (6) months and destroyed after nine (9) months.
13.6 We may share your data with law enforcement or other authorities if required by law, or for the prevention or detection of crime.
13.7 We reserve the right to contact your callers if they express and interest in our services to a member of staff.
